Support Delivery Lead, Government

Details

About the Team

OpenAI’s User Operations team helps customers adopt AI successfully and get exceptional value from its products. The team resolves complex issues, provides technical guidance, and partners with Sales, Technical Success, Product, Engineering, Security, and other teams to deliver an excellent customer experience at scale.

The Government Support Delivery team serves public-sector customers, including U.S. Government agencies and organizations operating under FedRAMP requirements. The team helps customers deploy and use OpenAI products reliably while navigating complex technical, security, and compliance needs.

About the Role

OpenAI is seeking an experienced technical support leader to build and lead the team responsible for supporting government customers. The role will set the team’s technical and operational direction, develop talented support engineers, and ensure complex customer issues are resolved with urgency, sound judgment, and care.

The team will work directly with public-sector customers and partner closely with Product, Engineering, Security, Technical Success, and customer-facing teams. The role will turn customer issue insights into lasting improvements across products, documentation, tools, and support practices.

This role is based in Washington, D.C., follows a hybrid work model with three days in the office per week, and offers relocation assistance to new employees. To comply with a U.S. government contract, applicants must be U.S. citizens, U.S. nationals, or U.S. persons, including U.S. lawful permanent residents, refugees, and asylees.

Responsibilities

• Build and lead a team of highly skilled support engineers, setting clear expectations and creating an environment where people can do their best work and grow.
• Set the technical and operational direction for Government Support Delivery, including service standards, success measures, team practices, and coverage planning.
• Serve as a senior escalation point for complex and high-impact customer issues, coordinating experts across OpenAI and communicating clearly with customers and internal leaders.
• Develop a support model for U.S. Government agencies and other public-sector customers, including organizations operating under FedRAMP requirements.
• Build trusted relationships with strategic customers and represent OpenAI with professionalism, discretion, and sound judgment during critical issues.
• Partner with Product, Engineering, Security, Technical Success, and customer-facing teams to improve escalation paths, launch readiness, product quality, and the overall customer experience.
• Turn recurring customer issues into scalable solutions through improved processes, documentation, training, self-service resources, automation, and product improvements.
• Help scale global support operations, including on-call, holiday, and weekend coverage based on business needs, while contributing to the broader Support Delivery leadership team.

Requirements

• 10+ years of experience in technical support engineering, software engineering, customer engineering, site reliability, infrastructure, or a related technical field.
• 5+ years of experience leading technical support engineering, customer engineering, or software engineering teams in high-scale, security-sensitive, or fast-moving environments.
• Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.
• Experience supporting government, public-sector, regulated, or security-conscious customers and working through complex technical and organizational requirements.
• Strong technical depth across SaaS applications, APIs, cloud infrastructure, authentication, networking, observability, or distributed systems.
• Experience developing experienced technical teams, setting clear direction, and balancing customer outcomes with team health and sustainable operations.
• Experience leading critical incidents and customer escalations involving senior technical and business stakeholders.
• Ability to influence Product and Engineering priorities using customer insights, operational data, and sound judgment.
• Systems-oriented approach and experience using AI, automation, scripting, or internal tools to improve support quality and scale.
• Excellent written and verbal communication skills, including the ability to explain technical, security, and compliance topics to a range of audiences.
• Collaborative, mission-driven approach grounded in integrity, humility, discretion, and a strong commitment to customer impact.

Compensation and Benefits

• Base salary of $234,000–$260,000 per year.
• Equity, performance-related bonuses for eligible employees, and benefits including medical, dental, and vision insurance; 401(k) with employer match; paid parental, medical, and caregiver leave; paid time off and holidays; mental health and wellness support; life and disability coverage; a learning and development stipend; office meals; and relocation support for eligible employees.
• Additional taxable fringe benefits, such as charitable donation matching and wellness stipends, may also be provided.

OpenAI is an equal opportunity employer and provides reasonable accommodations to applicants with disabilities. Background checks are administered in accordance with applicable law.