Dedicated Support Engineering Lead

What you'll do

• Set the function’s strategy, service model, and growth plan; hire and develop a global team.
• Lead technical ownership, proactive reliability work, and critical customer escalations through resolution and follow-up.
• Measure service outcomes and turn investigation patterns into product, engineering, tooling, and support improvements.

What they ask for

• 12+ years of experience in technical customer-facing roles, including 6+ years of leadership responsibility in enterprise Support Engineering, Technical Account Management, or a comparable function supporting complex production environments.
• Experience building or materially scaling a dedicated technical customer program, including its service model, staffing, delivery standards, and outcomes.
• Strong technical foundation in APIs, distributed systems, cloud infrastructure, and enterprise integrations.
• Experience leading high-stakes customer escalations and maintaining long-term technical relationships with strategic enterprise customers.

Nice to have

• Experience delivering measurable improvements through automation or AI.
• Experience leading senior engineers and developing technical leaders across regions.

Pay

$284K – $385K USD base salary

Tools

APIs, distributed systems, cloud infrastructure

AI focus

Make AI and automation foundational: use OpenAI’s technology to preserve customer context, accelerate investigations, detect risks, and automate repeatable work; establish evaluations and human oversight.