Support Delivery Lead, Government

Details

OpenAI’s User Operations team shepherds customer adoption of AI and ensures that customers' product experience is exceptional. The Support Delivery Lead, Government will build and scale a Support Engineering team that collaborates with strategic enterprise accounts, product and engineering teams, and field teams to resolve difficult technical problems. The team will provide global 24x7 technical coverage and handle high-difficulty situations and issues. This role is based in Washington, DC and uses a hybrid model (3 days in office per week). Relocation assistance is offered to new employees.

Responsibilities

• Build and lead a team of technical and troubleshooting experts; act as the last line of defense before core Engineering.
• Partner with engineering and customer teams to build systems to resolve escalated issues; engage with senior leaders and coordinate resources across teams.
• Take learnings from resolving customer issues and operationalize solutions at scale; iterate on internal processes with Engineering/Go-To-Market/vendor partners, influence product roadmaps, and improve customer experience.
• Manage scaling and operations of the team to deliver 24x7 global coverage, including holidays and weekends as needed.
• Build strong relationships with customers to ensure application success.
• Ensure the team assists broadly beyond the core remit when needed.
• Participate as part of the broader Support leadership team and contribute to organization-wide initiatives.

Requirements

• Strong technical background with experience working with U.S. federal government agencies, including leading support for complex technical deployments.
• 10+ years of experience leading technical support engineering or software engineering teams, ideally in high-scale or fast-paced environments.
• 15+ years of experience in technical support engineering or software engineering.
• Experience leading highly skilled engineering teams and empowering senior ICs while setting clear technical and operational direction.
• Deep technical experience in application development or infrastructure, paired with a strong instinct for operational systems and customer reliability.
• Proven ability to influence engineering and product roadmaps through support-driven insights.
• Automation-first approach and track record of implementing tooling or processes that scale support impact through AI and systems thinking.
• Ability to thrive in ambiguous environments and balance strategic leadership with willingness to get into technical details.
• Strong customer-focus and ability to build trust with strategic accounts during critical issues or transformation periods.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. The company emphasizes safety, diverse perspectives, and inclusive hiring. Background checks will be administered in accordance with applicable law. OpenAI is an equal opportunity employer and provides reasonable accommodations to applicants with disabilities.

Location & Work Model

• Role is based in Washington, DC.
• Hybrid work model: 3 days in the office per week.
• Relocation assistance is offered to new employees.

Benefits

• Medical, dental, and vision insurance with employer contributions to Health Savings Accounts.
• Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses.
• 401(k) retirement plan with employer match.
• Paid parental leave and paid medical/caregiver leave.
• Flexible PTO for exempt employees and up to 15 days annually for non-exempt employees.
• 13+ paid company holidays and multiple coordinated 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 as eligible.
• Relocation support for eligible employees.
• Additional taxable fringe benefits (charitable donation matching, wellness stipends) where applicable.