Government Support Delivery Lead (Public Sector)

OpenAI; Washington (District of Columbia); Hybrid; USD 180,000 - 240,000; Full time

Job summary

OpenAI is seeking an experienced technical support leader to build and lead the Government Support Delivery team in Washington, DC. You will set technical direction, coach engineers, and ensure urgent, high‑quality resolution of government customer issues.

You will partner with Product, Engineering, Security, and Technical Success to improve escalation paths, product readiness, and customer experience, while scaling global support in a hybrid work model.

Qualifications

• 10+ years in technical support, software engineering, customer engineering, site reliability, or related technical field.
• 5+ years leading technical support engineering teams in high-scale, security-sensitive environments.
• Bachelor's degree in CS, Computer Engineering, or related field (or equivalent practical experience).
• Experience with government, public-sector, or security-conscious customers and complex requirements.
• Strong depth across SaaS, APIs, cloud, authentication, networking, observability, or distributed systems.

Responsibilities

• Build and lead a team of highly skilled support engineers, setting clear expectations and a growth‑oriented environment.
• Set the technical and operational direction for Government Support Delivery, including service standards, success metrics, and coverage planning.
• Serve as a senior escalation point for complex and high‑impact issues, coordinating with OpenAI experts and communicating with customers and leaders.
• Develop a support model that meets the needs of U.S. Government agencies under FedRAMP requirements.
• 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 and product readiness.
• Turn recurring issues into scalable solutions via better processes, documentation, training, self-service resources, and automation.
• Scale global support operations, including on-call, holiday, and weekend coverage, with the broader Support Delivery leadership team.

Skills

Technical leadership

Team building

Escalation management

Government experience

SaaS / cloud

Strategic collaboration

Education

Bachelor's degree in Computer Science or related field

Tools

Internal tools

Job description

OpenAI is seeking an experienced technical support leader to build and lead the Government Support Delivery team in Washington, DC. You will set technical direction, coach engineers, and ensure urgent, high‑quality resolution of government customer issues.

You will partner with Product, Engineering, Security, and Technical Success to improve escalation paths, product readiness, and customer experience, while scaling global support in a hybrid work model.