Support Delivery Lead, Government
AI research and deployment company building and deploying frontier AI products, including ChatGPT, Codex, and its API platform.
Projects
About OpenAI
OpenAI’s mission is to ensure artificial general intelligence benefits all of humanity. It consists of the nonprofit OpenAI Foundation and OpenAI Group, a public benefit corporation governed by the Foundation.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will build and lead a team of support engineers serving U.S. Government and other public-sector customers, including those under FedRAMP requirements. You will set technical and operational direction, act as a senior escalation point for high-impact issues, and partner with Product, Engineering, Security and Technical Success to turn customer learnings into lasting improvements.
Requirements
- 12+ years in technical support engineering, software engineering, customer engineering, SRE, infrastructure or related field
- 6+ years leading technical support, customer engineering or software engineering teams
- Bachelor's degree in Computer Science, Computer Engineering or related field, or equivalent experience
- Experience supporting government, public-sector, regulated or security-conscious customers
- Technical depth in SaaS, APIs, cloud infrastructure, authentication, networking, observability or distributed systems
- Experience leading critical incidents and escalations
- Ability to influence Product and Engineering priorities
- Excellent written and verbal communication
- Must be a U.S. citizen, national, or U.S. person
Responsibilities
- Build and lead a team of highly skilled support engineers
- Set technical and operational direction for Government Support Delivery
- Serve as senior escalation point for complex, high-impact customer issues
- Develop a support model for U.S. Government and public-sector customers, including FedRAMP
- Build trusted relationships with strategic customers
- Partner with Product, Engineering, Security and Technical Success to improve escalation paths and product quality
- Turn recurring issues into scalable solutions through processes, documentation, training, automation and product improvements
- Help scale global support operations including on-call, holiday and weekend coverage
Benefits
- Equity
- Performance-related bonus
- Medical, dental, and vision insurance with HSA employer contributions
- Health FSA, Dependent Care FSA, and commuter pre-tax accounts
- 401(k) with employer match
- Paid parental leave
- Paid medical and caregiver leave
- Flexible PTO
- 13+ paid company holidays and company office closures
- Mental health and wellness support
- Employer-paid basic life and disability coverage
- Annual learning and development stipend
- Daily meals in offices and meal delivery credits
- Relocation support
- Charitable donation matching and wellness stipends