AI Support Engineer, Government - San Francisco, CA

Details

OpenAI’s User Operations team supports customers adopting AI, resolves complex issues, provides technical guidance, and helps customers maximize the value of OpenAI products. The team works 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 improve support systems through automation, agents, scripting, and AI technology.

The role uses a hybrid work model with three days per week in the office. Because the role supports customers on the East Coast, regular weekday hours will begin at 6:00 a.m. Pacific. Occasional holiday and weekend on-call coverage may be required.

Applicants must be U.S. citizens with the ability to obtain and maintain a Tier 4 (High Risk Public Trust) background investigation.

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 technical issues, partnering with customers and Engineering 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, 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 a similar technical role, ideally in a high-growth technology startup or other fast-paced environment.
• 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.
• Proven 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 work effectively in ambiguous, rapidly changing environments and continuously learn.
• Humble, team-first mindset and genuine eagerness to help teammates and customers succeed.
• Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.
• U.S. citizenship and ability to obtain and maintain a Tier 4 (High Risk Public Trust) background investigation.

Compensation And Benefits

• Base salary: $180,000-$260,000 per year.
• Equity and performance-related bonus opportunities for eligible employees.
• Medical, dental, and vision insurance, with employer contributions to Health Savings Accounts.
• Pre-tax accounts for health, dependent care, 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 sick or safe time as required by applicable 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, such as charitable donation matching and wellness stipends.