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Manager, Technical Support Engineering



IT, Customer Service
San Francisco, CA, USA
Posted on Wednesday, May 15, 2024

About the Team

The Support team is responsible for ensuring that developers and enterprises can reliably build mission critical solutions using OpenAI models. We provide technical guidance, resolve complex issues, and support customers in maximizing value and adoption from deploying our highly-capable models. We work closely with Technical Success, Product, Engineering and others to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.

About the Role

We are looking for a leader to build and scale our Support Engineering (Developer Support) team, which will collaborate directly with our strategic enterprise accounts, our product and engineering teams, as well as our field teams to solve some of the most difficult technical problems faced by our customers. You will lead one of the best technical troubleshooting teams at OpenAI, and our customers and Engineering teams will look to you for technical guidance in addressing the most technically difficult issues in our environment. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements. Working directly with our most strategic customers - You will be crucial to the success of the most innovative, disruptive, and high-scale AI solutions being built with the OpenAI platform.

This team will handle high difficulty situations and issues. The team will be global, providing 24x7 technical coverage for our customers. This will be an opportunity to build this new team from first principles - your leadership will determine the future of this organization.

The ideal candidate will have a combination of technical capabilities mixed with strong leadership and systems building strength.

This role is based in San Francisco, CA. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.

In this role, you will:

  • Build and lead a team of the foremost technical and troubleshooting experts for our API platform at OpenAI. You are the last line of defense before the core Engineering team.

  • Partner with engineering and customer teams to build out our systems to ensure that we resolve escalated issues. You will engage with senior leaders internally or with customers and coordinate resources across multiple teams as needed.

  • Take learnings from resolving customer issues and operationalize those solutions at scale, iterating on internal processes with Engineering/Go-To-Market/vendor partners, influencing product roadmaps, and improving overall customer experience with support.

  • Manage scaling and operations of the team in order to deliver 24x7 coverage globally, including holidays and weekends based on business needs.

  • Build strong relationships with our customers to ensure their application’s success.

  • Ensure the team is assisting broadly where needed beyond the ‘core remit’ of the team

  • Be a part of the broader leadership team in Support. You will have the opportunity to build not just within this team, but across the organization.

You might thrive in this role if you:

  • Have 10+ years of experience in leading technical support engineering or software engineering teams, with application development experience, ideally in tech startups or fast-paced environments.

  • Earned a Bachelor’s degree in Computer Science or similar.

  • Demonstrate a track record of cultivating high performance teams, with an eye for attracting and retaining highly technical talent, and developing team members over time.

  • Have proven experience building strong relationships with customers and cross-functionally to drive performance improvements.

  • Have a humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.

  • Operate with high horsepower, are adept at frequent context switching and working on multiple projects at once with expansive ownership, and ruthlessly prioritize.

  • Build and/or have shipped prototypes on top of our API platform, and have spent a meaningful amount of time developing expertise and product intuition in the space.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.

We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or any other legally protected status.

For US Based Candidates: Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.

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At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.