Support Delivery Lead, Government

Responsibilities

• Build and lead a team of top technical and troubleshooting experts at OpenAI, serving as the last line of defense before the core Engineering team.
• Partner with engineering and customer teams to build systems for resolving escalated issues; engage with senior leaders internally and with customers, coordinating resources across teams.
• Operationalize learnings from customer issues at scale by iterating on internal processes with Engineering, Go-To-Market, and vendor partners; influence product roadmaps and improve overall 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.
• Assist broadly where needed beyond the core remit of the team.
• Participate in the broader leadership team in Support, building within the team and across the organization.

Requirements

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

Nice-to-Haves

• Experience in high-scale or fast-paced environments.