Senior Support Engineer Leader
This role is based in Dublin, Ireland. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.
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.
This team will handle high difficulty situations and issues. The team will be global, providing 24x7 technical coverage for our customers.
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.
Requirements
To succeed in this role, you should 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.
* A Bachelor's degree in Computer Science or similar.
* A track record of cultivating high performance teams, with an eye for attracting and retaining highly technical talent, and developing team members over time.
* Proven experience building strong relationships with customers and cross-functionally to drive performance improvements.
* 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.
* The ability to operate with high horsepower, adept at frequent context switching and working on multiple projects at once with expansive ownership, and ruthlessly prioritize.
* Experience building and/or having shipped prototypes on top of our API platform, and having 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.
OpenAI is committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.
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.