💼 About This Role

You'll build and lead a team of the foremost technical troubleshooting experts at OpenAI, serving as the last line of defense before core Engineering. Your leadership will determine the future of this global support organization, directly impacting strategic enterprise customers.

🎯 What You'll Do

• Build and lead a team of technical troubleshooting experts
• Partner with engineering and customer teams to resolve escalated issues
• Operationalize learnings at scale, influencing product roadmaps
• Manage team operations for 24x7 global coverage

📋 Requirements

• 10+ years leading technical support or software engineering teams
• 15+ years experience in technical support engineering or software engineering
• Deep technical experience in application development or infrastructure
• Automation-first approach with track record of scaling support impact

✨ Nice to Have

• Experience in high-scale or fast-paced environments
• Strong cross-functional partnership skills to influence roadmaps
• Experience managing global teams with 24x7 coverage

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 🏥 Comprehensive health insurance
• 💰 Competitive equity package
• 📚 Learning and development budget
• ✈️ Relocation assistance

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Phone Screen· 30 min
2. 2Technical Interview· 60 min
3. 3Hiring Manager Interview· 60 min
4. 4On-site or Video Panel· 90 min