# Support Delivery Lead, Government

**Company:** [OpenAI](https://hotfix.jobs/companies/openai)
**Location:** Washington, DC
**Role:** Support Engineering
**Salary:** $234k – $260k/yr
**Experience:** 15+ years
**Skills:** technical support engineering, Software Engineering, leadership, application development, Infrastructure, ai systems, operational systems, customer reliability, Process Automation, Product Roadmap, u.s. federal government
**Posted:** 2026-07-17

> 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.

## Job Description

## 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.

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