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Support Delivery Lead - Toronto

OpenAI· User Operations
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Ontario - RemoteCA$297k - CA$330k + equityFull-timePosted 2mo ago

About the role

Lead and scale OpenAI's Support Engineering team to provide 24x7 technical coverage for strategic enterprise accounts, collaborating with Engineering, Product, and GTM teams to resolve highly complex issues and improve customer experience.

Responsibilities

  • Build and lead a team of technical and troubleshooting experts
  • Partner with engineering and customer teams to resolve escalated issues and coordinate resources across multiple teams
  • Operationalize learnings from issue resolution at scale and influence product roadmaps
  • Manage scaling and operations to deliver 24x7 global coverage, including holidays and weekends
  • Build strong relationships with customers to ensure application success
  • Assist broadly beyond core remit and contribute to organizational leadership and cross-team initiatives

Qualifications

  • 5+ years of experience leading and managing technical support engineering or software engineering teams in high-scale or fast-paced environments
  • 10+ years of experience in technical support engineering or software engineering
  • Experience leading highly skilled engineering teams and empowering senior ICs while setting technical and operational direction
  • Deep technical experience in application development or infrastructure, with strong instinct for operational systems and customer reliability
  • Strong cross-functional partner with ability to influence engineering and product roadmaps through support-driven insights
  • Automation-first mindset with track record of tooling or process improvements that scale support via AI and systems thinking
  • Ability to thrive in ambiguous environments, balance strategic leadership with technical detail when needed
  • Customer-focused mindset, skilled at building trust with strategic accounts during critical issues or transformations
  • Mission-driven, collaborative, and operating with integrity and humility

Skills

Required:Team leadershipTechnical troubleshootingCross-functional collaboration
Nice to have:Automation and tooling

Benefits

  • Medical, dental, and vision insurance for you and your family
  • Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents)
  • Paid time off: accrual of 20 days per calendar year
  • 12+ paid company holidays and multiple paid coordinated company office closures for focus and recharge, plus paid sick time
Last updated Aug 27, 2026. Interested? Apply on the company site.

About OpenAI

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Company profileWebsite

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