Support Delivery Lead, Government

The role

You will build and lead a team of support engineers to support government and public-sector customers. You will set technical and operational direction and partner with internal teams to improve products and customer experience.

What you will do

• Build and lead a team of highly skilled support engineers.
• Set technical and operational direction for Government Support Delivery.
• Serve as a senior escalation point for complex and high-impact customer issues.
• Develop a support model for U.S. Government agencies and public-sector customers.
• Build trusted relationships with strategic customers.
• Partner with Product, Engineering, Security, Technical Success, and customer-facing teams.
• Turn recurring customer issues into scalable solutions through processes, documentation, and automation.
• Help scale global support operations including on-call, holiday, and weekend coverage.

Required qualifications

• 12+ years of experience in technical support engineering, software engineering, customer engineering, site reliability, infrastructure, or a 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.
• A 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.
• Strong technical depth across SaaS applications, APIs, cloud infrastructure, authentication, networking, observability, or distributed systems.
• Record of developing experienced technical teams and balancing customer outcomes with team health.
• Experience leading critical incidents and customer escalations involving senior technical and business stakeholders.
• Ability to influence Product and Engineering priorities.
• Systems-oriented approach using AI, automation, scripting, or internal tools.
• Excellent written and verbal communication skills.
• Collaborative, mission-driven approach.

Benefits

• Relocation assistance

Before you apply

• Applicants must be U.S. citizens, U.S. nationals, or U.S. persons (i.e., U.S. lawful permanent residents, refugees, and asylees).
• Background checks will be administered.

About the company

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity.