Manager, Senior Support Engineering

The Senior Support Engineering team is responsible for ensuring that developers and enterprises can reliably build mission critical solutions using OpenAI models. We provide technical guidance, resolve complex issues and support customers in maximizing value and adoption from deploying our highly-capable models. We work closely with Technical Success, Product, Engineering and others to deliver the best possible experience to our customers at scale. We think from an automation-first mindset and leverage the latest in AI to scale our support operations. Join the Senior Support Engineering (SSE) team at OpenAI and help shape the future of Technical Support in the age of AI.

We’re looking for a Support Engineering Manager to build and guide a high-performing team of experienced Senior Support Engineers with backgrounds in software engineering, site reliability engineering, and systems architecture. These engineers are trusted to operate with autonomy, tackle deeply technical challenges, and serve as the final escalation point before Engineering. In this role, you'll lead a team focused on deep problem-solving, proactive reliability work, and customer-specific troubleshooting. You’ll drive the design and operations of OpenAI’s incident management processes, including tooling, automations, and training, and ensure they are scalable and resilient. You’ll also oversee strategic customer workload monitoring, alerting, and a 24x7 rotation to ensure high-priority issues are caught early and handled with urgency. You’ll collaborate closely with Product, Engineering, Technical Success, and field teams to improve the supportability of our products, reduce operational burden, and shape the future of AI-driven technical support. Your team will own incident response playbooks, build internal automations, and serve as technical stewards for our most strategic accounts. This is an opportunity to define what world-class technical support looks like in the era of AGI. We're looking for a leader who combines strong technical depth with operational rigor, a passion for team development, and an automation-first mindset. The ideal candidate will have a combination of technical capabilities mixed with strong leadership and systems building strength. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees. In this role, you will: Build and lead a team of deeply technical and tenured Senior Support Engineers who bring backgrounds in software engineering, site reliability engineering, and systems architecture and are experts in diagnosing and solving complex issues on OpenAI’s technologies. Own the continuous improvement of our incident management processes, including tooling, automation, and team readiness. Lead strategic workload health monitoring and alerting programs for key enterprise customers, ensuring effective 24x7 operational coverage. Guide the team in designing and implementing automation and internal tools with an AI-first mindset to scale support operations efficiently. Collaborate closely with Engineering, Product, and Go-To-Market teams to escalate, resolve, and prevent high-impact technical issues. Represent Support Engineering in customer conversations and internal forums, driving clarity and alignment on issue resolution and reliability expectations. Shape support operations at scale by contributing to hiring plans and global shift coverage as we expand. Play an active role in the broader Support leadership team, contributing to strategy, operations, and culture beyond your immediate team. You might thrive in this role if you: 10+ years of experience in technical support engineering, software engineering, site reliability engineering, or a related technical discipline, including hands-on experience supporting production systems at scale. 5+ years of experience managing engineers or leading complex, multi-person technical projects, with clear