Manager, Senior Support Engineering

About the role

The Senior Support Engineering team ensures developers and enterprises can reliably build mission‑critical solutions using OpenAI models. As a Support Engineering Manager you will lead a high‑performing team of senior engineers, drive incident management improvements, and shape AI‑driven technical support at scale.

Key responsibilities

• Build and lead a team of senior support engineers with backgrounds in software engineering, site reliability engineering, and systems architecture.
• Own continuous improvement of incident management processes, including tooling, automation, and team readiness.
• Lead strategic workload health monitoring and 24x7 alerting for key enterprise customers.
• Design and implement AI‑first automation and internal tools to scale support operations.
• Collaborate with Engineering, Product, and Go‑to‑Market teams to resolve and prevent high‑impact technical issues.

Required profile

• 10+ years in technical support engineering, software engineering, SRE or a related discipline, with hands‑on experience supporting production systems at scale.
• 5+ years managing engineers or leading complex technical projects with clear ownership of delivery and outcomes.
• Strong cross‑functional partnership skills and ability to influence product and engineering roadmaps.
• Automation‑first mindset with a track record of building tooling or processes that scale support impact.

What we offer

• Hybrid work model (3 days in the office per week).
• Relocation assistance for new employees.