OpenAI
Dedicated Support Engineering Lead
- Employment type
- Full-time
- Workplace type
- Hybrid
- Location
- San Francisco
- Published
- Sep 18, 2026
- Last checked
- Oct 26, 2026
About this role
About the Team
OpenAI’s User Operations team shepherds our customers’ adoption of AI and ensures that our customers' product experience is nothing short of exceptional. We are building the very first post-AGI support team. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products. We work closely with Sales, 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.
Within Premium Support, Dedicated Support Engineers combine deep technical troubleshooting with an enduring understanding of our most strategic customers’ architectures, critical workloads, and business priorities. Through proactive reliability work, ownership during incidents, and AI-powered support capabilities, we help customers operate successfully as their use of OpenAI grows.
About the Role
We’re looking for a senior leader to build and scale our Dedicated Support Engineering function globally. You will define its strategy, build the team, and establish how we deliver technically rigorous, proactive support for customers running some of the most complex and consequential workloads on OpenAI.
This role combines organizational leadership, technical judgment, and executive customer engagement. You will establish a model in which DSEs develop deep customer context, independently advance difficult investigations, anticipate operational risks, and drive issues through resolution. You will also turn what the team learns into improvements that benefit customers across OpenAI.
You should bring experience building technical organizations that maintain long-term accountability for enterprise customers. Leadership in Technical Account Management, enterprise Support Engineering, or a comparable technical customer function is particularly relevant. Success requires a strong foundation in production troubleshooting and reliability, alongside the ability to build trusted relationships with customer engineering leaders and executives.