Manager, Senior Support Engineering
Recruiter Fit Breakdown & Candid Summary
This role is for a seasoned technical leader with a background in SRE, software engineering, or systems architecture who excels at managing high-autonomy teams.
The ideal candidate balances deep technical troubleshooting with operational rigor and an automation-first mindset to scale support for enterprise-grade AI deployments.
This is not a traditional help-desk management role; it requires the ability to act as a final escalation point before core Engineering and influence product roadmaps.
Candidates without significant experience in managing production systems at scale or those lacking a strong background in incident management processes will likely struggle.
Role Responsibilities
- 1Build and lead a team of senior support engineers with backgrounds in SRE and software engineering.
- 2Own and improve incident management processes, including tooling, automation, and team readiness.
- 3Lead strategic workload health monitoring and alerting programs for key enterprise accounts.
- 4Design and implement internal tools and automations to scale support operations.
- 5Collaborate with Engineering and Product teams to resolve high-impact issues and improve product supportability.
- 6Represent Support Engineering in customer-facing forums and internal strategy discussions.
Skills Matrix
Must-Have Skills
Nice-to-Have Skills
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Grounded Observations to Note
High-pressure environment
"ensure effective 24x7 operational coverage"
Ready to submit your application?
Apply directly on OpenAI's official job portal.