Support Delivery Lead, Government
Lead and build OpenAI's Support Engineering team for strategic enterprise and government accounts. Resolve complex technical issues, influence product roadmaps, ensure 24x7 global coverage, and drive operational improvements in a hybrid Washington, DC role.
About the job
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.
Skills
Technical Support Engineering, Software Engineering, Leadership, Application Development, Infrastructure, Ai Systems, Operational Systems, Customer Reliability, Process Automation, Product Roadmap, U.S. Federal Government
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