AI Support Engineer, Government

Details

OpenAI's User Operations team supports customers' adoption of AI by resolving complex issues, providing technical guidance, and helping customers maximize the value of OpenAI products. The team works closely with Sales, Technical Success, Product, Engineering, and other groups to deliver an exceptional customer experience at scale.

This role supports public sector customers, including U.S. Government agencies and teams operating under FedRAMP requirements. You will troubleshoot high-impact issues through support tickets and live calls, resolve novel and ambiguous technical problems, and help define world-class support in an AI-driven environment. You will also partner with Engineering, Product, and Operations to improve systems, reduce bugs, automate workflows, and enhance the customer experience.

The role follows a hybrid work model with three days per week in the office. Regular weekday hours will commence at 6:00 a.m. Pacific to support customers on the East Coast. Occasional holiday and weekend on-call coverage may be required. To comply with a U.S. government contract, applicants must be U.S. citizens, U.S. nationals, or U.S. persons, including U.S. lawful permanent residents, refugees, and asylees.

Responsibilities

• Support public sector customers, including U.S. Government agencies and teams operating under FedRAMP requirements, by troubleshooting complex issues and translating security and compliance needs into clear next steps.
• Become a trusted expert on OpenAI's products and platform and serve as a go-to resource for complex technical issues.
• Serve as a critical escalation point for complex technical issues, partnering with customers and Engineering teams to troubleshoot, resolve, and proactively prevent recurring problems.
• Use scripting and emerging AI capabilities to improve internal tooling and automate operational workflows.
• Apply learnings from customer issues to develop scalable solutions in partnership with Product and Go-To-Market teams.
• Identify opportunities for automation and AI-powered workflows, implementing scalable improvements that increase team efficiency, reduce manual effort, and improve the support experience.
• Provide occasional holiday and weekend on-call support as needed.

Requirements

• 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles, ideally in high-growth technology startups or other fast-paced environments.
• Experience using emerging technologies such as Codex, ChatGPT, and the OpenAI API to script or engineer code, including Python, for automating repetitive tasks and integrating tools.
• Expert-level SaaS troubleshooting skills and the ability to rapidly understand new technologies and complex concepts.
• Polished enterprise communication skills and the ability to remain calm with high-stakes customers during live incident calls.
• Experience building strong relationships with customers and cross-functional partners to drive resolution of complex issues.
• Exceptional critical-thinking and problem-solving skills, with the ability to communicate complex technical issues clearly to customers and internal teams.
• Ability to thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek opportunities for growth.
• A humble, team-first mindset, eagerness to help others, and curiosity to quickly learn the knowledge needed to help teammates and customers succeed.
• Bachelor's degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.
• Applicants must meet the U.S. person requirements specified for the applicable government contract.

Benefits

• Base salary range of $162,000–$234,000 USD, plus equity.
• Medical, dental, and vision insurance, with employer contributions to Health Savings Accounts.
• Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses.
• 401(k) retirement plan with employer match.
• Paid parental, medical, and caregiver leave.
• Paid time off, paid company holidays, office closures, and paid sick or safe time as required by law.
• Mental health and wellness support.
• Employer-paid basic life and disability coverage.
• Annual learning and development stipend.
• Daily office meals and eligible meal delivery credits.
• Relocation support for eligible employees.
• Additional taxable fringe benefits may include charitable donation matching and wellness stipends.