AI Support Engineer, Government - San Francisco

Details

OpenAI's User Operations team supports customers adopting AI and works to deliver an exceptional product experience. The team resolves complex issues, provides technical guidance, and helps customers maximize the value of OpenAI's products. It collaborates with Sales, Technical Success, Product, Engineering, and other teams to support customers at scale.

The role involves working directly with public sector customers through support tickets and live calls, troubleshooting high-impact issues, and resolving novel and ambiguous technical problems. The position supports mission-critical systems built on OpenAI's platform and contributes to defining scalable, AI-driven support operations.

The role uses a hybrid work model with three days in the office per week. Relocation assistance is available to eligible new employees. Regular weekday hours may begin at 6:00 a.m. Pacific Time to support customers on the East Coast. Occasional holiday and weekend on-call coverage may be required.

Applicants must be U.S. citizens, U.S. nationals, or U.S. persons, including U.S. lawful permanent residents, refugees, and asylees, to comply with a U.S. government contract.

Responsibilities

• Support public sector customers, including U.S. government agencies and teams operating under FedRAMP requirements.
• Troubleshoot complex technical issues and translate 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 and line of defense for complex technical issues.
• Partner 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 issue resolution to develop scalable solutions in partnership with Product and Go-To-Market teams.
• Identify opportunities for automation and AI-powered workflows and implement 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 quickly 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 resolve 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 growth opportunities.
• Humble, team-first mindset and genuine eagerness to help teammates and customers succeed.
• Bachelor's degree in Computer Science, Computer Engineering, or another relevant technical field, or equivalent practical experience.

Benefits

• Base salary of $180,000–$260,000 per year, plus equity.
• Medical, dental, and vision insurance, with employer contributions to Health Savings Accounts.
• Pre-tax accounts for health and dependent care expenses, parking, and transit.
• 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 benefits may include charitable donation matching and wellness stipends.