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Support Delivery Lead, Government

OpenAI· User Operations
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Hybrid (Washington, DC)$284k - $315kFull-timePosted 3mo ago

About the role

Experienced technical support leadership role to build and lead the Government Support Delivery team for OpenAI, defining technical and operational direction, developing talent, and ensuring resolution of complex issues for U.S. Government and FedRAMP-facing customers.

Responsibilities

  • Build and lead a team of highly skilled support engineers, setting clear expectations and creating an environment for growth.
  • 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 the right experts across OpenAI and communicating with customers and internal leaders.
  • Develop a support model that meets the needs of U.S. Government agencies and other public-sector customers, including FedRAMP.
  • Build trusted relationships with strategic customers and represent OpenAI professionally during critical issues.
  • Partner with Product, Engineering, Security, Technical Success, and customer-facing teams to improve escalation paths, launch readiness, product quality, and overall customer experience.
  • Turn recurring customer issues into scalable solutions through processes, documentation, training, self-service resources, automation, and product improvements.
  • Help scale global support operations, including on-call, holiday, and weekend coverage, while contributing to the broader Support Delivery leadership team.

Qualifications

  • 12+ years of experience in technical support engineering, software engineering, customer engineering, site reliability, infrastructure, or related technical field.
  • 6+ 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, or another relevant technical field, or equivalent practical experience.
  • Experience supporting government, public-sector, regulated, or security-conscious customers.
  • Strong technical depth across SaaS applications, APIs, cloud infrastructure, authentication, networking, observability, or distributed systems.
  • Track record of developing experienced technical teams, setting direction, and balancing customer outcomes with team health and sustainable operations.
  • Experience leading critical incidents and escalations involving senior stakeholders.
  • Ability to influence Product and Engineering priorities using customer insights and data.
  • Systems-oriented approach with experience using AI, automation, scripting, or internal tools to improve support quality and scale.
  • Excellent written and verbal communication skills for diverse audiences.
  • Collaborative, mission-driven approach with integrity, humility, discretion, and customer impact focus.

Skills

Required:Technical leadershipEscalation managementSaaS, APIs, cloud infrastructure

Benefits

  • Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
  • Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)
  • 401(k) retirement plan with employer match
  • Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)
  • Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
  • 13+ paid company holidays, and additional paid office closures, plus paid sick or safe time
  • 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 (e.g., charitable donation matching, wellness stipends)
  • Details available during hiring process
Last updated Aug 27, 2026. Interested? Apply on the company site.

About OpenAI

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