Support Delivery Lead (Remote, Toronto)

About the role

OpenAI is building its first post‑AGI support team and needs a leader to create and scale a high‑impact Support Engineering organization. The role will work closely with strategic enterprise customers, product, engineering, and field teams to solve the most complex technical challenges and ensure exceptional customer experiences.

Key responsibilities

• Build and lead a global, 24x7 technical support team that serves as the last line of defense before core engineering.
• Partner with engineering and customer teams to design systems that resolve escalated issues and influence product roadmaps.
• Operationalize learnings from customer incidents, creating scalable processes and automation tools.
• Manage team scaling, coverage planning, and holiday/weekend support to meet business needs.
• Develop strong relationships with strategic accounts to drive successful AI solution deployments.

Required profile

• 5+ years of experience leading technical support or software engineering teams in high‑scale environments.
• 10+ years of hands‑on technical support engineering or software development experience.
• Proven ability to influence engineering and product direction through support insights.
• Automation‑first mindset with a track record of building tooling that scales support impact.