Support Delivery Lead, EMEA - Dublin

About the Team

The User Operations division at OpenAI ensures customers experience exceptional support while adopting AI technologies. This team pioneers post-AGI support by addressing complex issues, providing expert technical advice, and assisting customers in deriving maximum benefits from our products. Collaboration spans Sales, Technical Success, Product, Engineering, and additional teams, serving a diverse clientele from startups to multinational corporations.

Role Overview

The Support Delivery Lead will establish and expand a high-level Support Engineering team. This unit partners with strategic enterprise clients, product and engineering groups, and field teams to resolve demanding technical challenges. As a leader of one of OpenAI's premier troubleshooting teams, you will provide expert technical direction for resolving critical issues. Responsibilities include fostering team knowledge growth and guiding strategic improvements in processes and organization. The role directly supports high-profile customers deploying innovative AI solutions through the OpenAI platform.

The team will manage complex technical scenarios, offering global 24x7 coverage, including holidays and weekends. This is a unique opportunity to design a new team from the ground up, influencing the organizational future with your leadership.

The position is Dublin-based, utilizing a hybrid work setup with three days onsite weekly. Relocation support is available for new hires.

Primary Responsibilities

• Develop and lead a team of top-tier technical troubleshooting experts at OpenAI, serving as the ultimate escalation point before engineering involvement.
• Collaborate with engineering and customer teams to enhance systems for tackling escalated technical problems, engaging senior internal and external stakeholders, and coordinating multi-team resources.
• Translate resolutions from customer issues into scalable processes by partnering with Engineering, Go-To-Market, and vendor teams, influencing product development and advancing customer support experiences.
• Manage team scaling and operations to facilitate continuous 24x7 global support coverage, adapting to business demands including holidays and weekends.
• Maintain strong customer relationships to support successful application deployments.
• Ensure the team contributes broadly beyond its core responsibilities as needed.
• Participate in broader support leadership activities, influencing development across the entire organization.

Qualifications

• At least 4 years managing technical support engineering or software engineering teams, preferably within fast-paced or large-scale environments.
• A minimum of 8 years’ professional experience in technical support engineering or software engineering roles.
• Proven experience in leading highly skilled engineering teams, empowering senior individual contributors, and defining technical and operational directions.
• Strong technical background in application development or infrastructure, combined with operational systems expertise and customer reliability focus.
• Demonstrated success collaborating cross-functionally to shape engineering and product roadmaps through insights gained from support activities.
• An automation-first mindset, with a track record of creating tools or processes that expand support outcomes via AI and systematic approaches.
• Comfortable thriving in ambiguous situations, balancing strategic leadership with hands-on technical engagement when necessary.
• Driven by customer impact, excelling at building trust with strategic accounts during critical or transformative periods.
• Mission-oriented, collaborative, and committed to integrity and humility in professional conduct.

Additional Information

OpenAI is devoted to ensuring AI benefits all humanity by advancing AI's capabilities safely and inclusively. We provide equal employment opportunities regardless of various protected characteristics and conduct background checks compliant with applicable laws. Reasonable accommodations for disabilities are available upon request.

Applicants will join a mission-driven team shaping the future of AI technology and support.