AI Support Engineer, Government - San Francisco

Details

OpenAI’s User Operations team shepherds customers' adoption of AI and ensures exceptional product experience. The team resolves complex issues, provides technical guidance, and supports customers in maximizing value and adoption of OpenAI products. This role will help build OpenAI’s post-AGI support organization and will work closely with Sales, Technical Success, Product, and Engineering to deliver scalable, high-quality customer support for a range of customers from early-stage startups to large enterprises, with a focus on public sector and U.S. government customers.

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.
• Interact directly with customers through support tickets and Slack messages, troubleshooting complex and novel technical problems, and providing ownership and education on the use of OpenAI platforms.
• Serve as a foremost expert on OpenAI products, even in situations where the AI does not have a direct answer.
• Act as a final line of defense before Product and Engineering; partner with engineering and customer teams to resolve issues.
• Use scripting and emerging AI capabilities to improve internal tooling and automate recurring processes.
• Take learnings from resolved customer issues and create scalable approaches, partnering with Product and Go-To-Market teams.
• Orchestrate agentic improvements to operations to level-up the team’s capabilities.
• Foster a supportive and productive work culture within the User Operations team.
• Provide support coverage in on-call shifts and during holidays and weekends based on business needs.

Requirements

• 8+ years of experience in user operations, technical support, or support engineering roles, ideally within tech startups or fast-paced environments.
• Comfortable using emerging technologies (e.g., Codex, ChatGPT, OpenAI API) to script or engineer code (Python or similar) for automating repetitive tasks and integrating tools.
• Expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
• Strong critical thinking, problem solving, and communication skills for conveying complex technical issues.
• Proven experience building strong relationships with customers and cross-functional teams to drive resolution of complex issues.
• Able to thrive in ambiguity, adapt rapidly to change, and manage multiple projects with broad ownership and prioritization.
• Willingness to participate in on-call rotations and provide support during off-hours as needed.
• Preferred: Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.

Eligibility requirement: To comply with a U.S. government contract, applicants for this position must be U.S. citizens, U.S. nationals, or U.S. persons (i.e., U.S. lawful permanent residents, refugees, and asylees).

Work Model & Relocation

• Hybrid work model: 3 days in the office per week.
• Relocation assistance offered to new employees.

Benefits

• 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 leave, medical and caregiver leave, and paid time off policies.
• 13+ paid company holidays and additional coordinated office closures.
• Mental health and wellness support; employer-paid basic life and disability coverage.
• Annual learning and development stipend; daily meals in offices and meal delivery credits as eligible.
• Additional taxable fringe benefits and generous equity and performance-related bonuses for eligible employees.