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OpenAISupport Delivery Lead - Toronto
OpenAI is an artificial intelligence research and deployment organization focused on ensuring general-purpose AI benefits humanity. The User Operations team helps customers adopt AI technology and…
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About this role
Support Delivery Lead - Toronto at OpenAI is a full-time role. Work arrangement: Not specified. Location: Canada. The listed pay is USD 297,000 - 330,000/yr. It was posted on Nov 3, 2026. This listing is paused and not taking applications at the moment.
Job Description
OpenAI is an artificial intelligence research and deployment organization focused on ensuring general-purpose AI benefits humanity. The User Operations team helps customers adopt AI technology and derive maximum value from deploying OpenAI products, working alongside Sales, Technical Success, Product, and Engineering.
OpenAI seeks a Support Delivery Lead to build, scale, and manage a technical support engineering team in Toronto. This leadership position acts as the final line of defense before core engineering, directing responses to complex technical issues for strategic enterprise clients. The role involves setting up global 24x7 coverage, operationalizing customer solutions at scale, and influencing product roadmaps through support insights. Initially remote, the position is expected to transition into an office-based arrangement in Toronto.
This position is suited for an experienced technical leader with a background in software engineering or support engineering who thrives in ambiguous environments and enjoys direct engagement with strategic accounts.
Responsibilities
- Build and lead a team of technical troubleshooting experts acting as the final escalation layer before core engineering
- Partner with engineering and customer groups to establish systems resolving escalated client problems
- Collaborate with internal senior leaders and clients while coordinating multi-team resources
- Operationalize customer solutions at scale by refining internal processes with engineering, go-to-market, and vendor partners
- Influence product roadmaps and enhance the customer support experience using insights gained from issue resolution
- Manage team operations and scaling to deliver global 24x7 coverage, including weekends and holidays based on business needs
- Foster strong customer relationships to secure application success and ensure broader assistance beyond the core remit
Requirements
- Minimum 5 years of experience leading and managing technical support engineering or software engineering teams in high-scale or fast-paced settings
- Minimum 10 years of experience in technical support engineering or software engineering
- Experience leading skilled engineering teams with the ability to empower senior individual contributors while establishing clear technical and operational direction
- Deep technical background in application development or infrastructure combined with a strong instinct for operational systems and customer reliability
- Proven cross-functional partnership capability with a track record of influencing engineering and product roadmaps via support-driven insights
- Automation-first mindset with experience implementing tooling or processes that scale support impact through AI and systems thinking
- Ability to thrive in ambiguous environments while balancing strategic leadership with hands-on technical troubleshooting
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location and remote work policy for the Support Delivery Lead role?
The position is based in Toronto. It is currently remote and is expected to transition to an in-office arrangement.
What is the salary range for this position?
The salary ranges from USD 297,000 to 330,000 per year.
What level of experience is required?
Candidates must have at least 10 years of experience in technical support engineering or software engineering, including 5 or more years leading and managing those teams.
What employment type is this role?
The employment type is full-time.
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