Dedicated Support Engineering Lead
Core
Build and scale a global Dedicated Support Engineering function for OpenAI's most strategic enterprise customers, defining strategy, hiring senior technical talent, and establishing proactive reliability models.
Role type
Senior leader building a technical customer support organization
Builds
A global organization of Dedicated Support Engineers (DSEs) and a proactive reliability service model for enterprise clients
Domain
AI infrastructure, distributed systems, and enterprise technical support
Required skills
Organizational leadership, technical judgment, executive customer engagement, production troubleshooting, reliability engineering, team building, strategic planning, cross-functional influence, automation/AI application
Preferred skills
Experience in Technical Account Management, experience leading senior engineers across regions, experience with APIs and cloud infrastructure, experience with high-stakes escalations
Technologies
AI automation tools, distributed systems, cloud infrastructure, APIs
Responsibilities
Define the function's charter, service model, and growth plan; Hire and coach senior technical talent; Design the customer engagement and account management model; Set standards for technical ownership and investigation quality; Build proactive reliability practices; Lead critical customer escalations; Own delivery quality and capacity planning; Define and measure service outcomes; Influence product and engineering priorities; Integrate AI and automation into support workflows
Seniority
Senior, hands-on IC with leadership responsibilities
