AI Support Engineer, Government - Washington, D.C.

Details

OpenAI’s User Operations team shepherds our customers’ adoption of AI and ensures that our customers' product experience is nothing short of exceptional. The team resolves complex issues, provides technical guidance, and supports customers in maximizing value and adoption from deploying OpenAI products. This role supports public sector customers, including U.S. Government agencies and teams operating under FedRAMP requirements.

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.
• Work directly with customers, solving their most complex problems and providing ownership and education on the use of OpenAI platforms via support tickets and Slack messages.
• Be among the foremost experts on everything related to OpenAI products, even where our AI does not have the answer.
• Act as a last line of defense before core Product and Engineering teams; 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 resolving customer issues and create approaches to scale solutions, partnering with product and Go-To-Market teams.
• Orchestrate agentic improvements to operations to level-up the entire team.
• 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 (e.g., 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 handling complex technical issues and cross-functional collaboration.
• Ability to thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek opportunities for growth.
• Proven experience building strong relationships with customers and cross-functional teams to drive resolution to complex issues.
• Humble attitude, eagerness to help others, and willingness to pick up missing knowledge to help the team and customers succeed.
• High capacity for frequent context switching and working on multiple projects with expansive ownership and prioritization.
• Preferred: Bachelor’s degree in Computer Science, Computer Engineering, or another relevant technical field, or equivalent practical experience.

Eligibility

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).

Benefits

• Base pay range: $180,000 - $260,000 (base pay may vary depending on market location, knowledge, skills, and experience). Total compensation may include equity and performance-related bonuses for eligible employees.
• 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 and paid medical and caregiver leave.
• Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees; 13+ paid company holidays and additional coordinated company 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.
• Relocation support for eligible employees.
• Additional taxable fringe benefits such as charitable donation matching and wellness stipends.

Work Model

• Hybrid: 3 days in the office per week.
• Relocation assistance offered to new employees.
• Background checks administered in accordance with applicable law.