Manager, Senior Support Engineering
Core
Lead a team of Senior Support Engineers to ensure developers and enterprises can reliably build mission-critical solutions using OpenAI models, focusing on deep problem-solving, proactive reliability, and customer-specific troubleshooting.
Role type
Manager, Senior Support Engineering (Team Lead)
Builds
Incident management processes, internal automations, and support tooling
Domain
AI/ML Infrastructure & Enterprise Support
Deliverable
production ML models | infrastructure
Required skills
Technical leadership, incident management, automation design, systems architecture, cross-functional collaboration, strategic account management, hiring strategy
Preferred skills
AI-first mindset, experience with AGI-era support, ambiguity navigation, technical depth in software engineering/SRE
Technologies
OpenAI models, incident management tooling, automation frameworks
Responsibilities
Build and lead a team of Senior Support Engineers; Own continuous improvement of incident management processes; Lead strategic workload health monitoring and 24x7 alerting programs; Guide implementation of automation and internal tools; Collaborate with Engineering and Product to resolve high-impact issues; Represent Support Engineering in customer conversations; Contribute to global shift coverage and hiring plans.
Seniority
Manager, hands-on leadership