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
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure
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
