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

Details

OpenAI’s User Operations team supports customers adopting AI and delivers technical guidance, issue resolution, and product support at scale. The team works closely with Sales, Technical Success, Product, Engineering, and other groups to provide an exceptional customer experience.

The role supports public sector customers, including U.S. Government agencies and teams operating under FedRAMP requirements. You will troubleshoot high-impact and ambiguous technical issues through support tickets and live calls, serve as an escalation point for complex problems, and help improve support systems through automation, scripting, agents, and AI technology.

The role follows a hybrid work model with three days in the office per week. Regular weekday hours may begin at 6:00 a.m. Pacific because of customer coverage on the East Coast. 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 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 issues and translate security and compliance needs into clear next steps.
• Become a trusted expert on OpenAI’s products and platform and a resource for complex technical issues.
• Serve as a critical escalation point, partnering with customers and Engineering teams to troubleshoot, resolve, and 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 that increase team efficiency, reduce manual effort, and improve the support experience.
• Provide occasional holiday and weekend on-call support as needed.

Requirements

• At least 8 years of experience in User Operations, Engineering, Support Engineering, or a similar technical role, ideally in a high-growth technology company 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 quickly understand new technologies and complex concepts.
• Strong 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, problem-solving, and communication skills, including the ability to explain complex technical issues 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 with a strong desire to help teammates and customers.
• Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.
• U.S. citizenship and the ability to obtain and maintain a Tier 4 (High Risk Public Trust) background investigation.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. The company develops and deploys AI products with safety and human needs at their core.

OpenAI is an equal opportunity employer and provides reasonable accommodations to applicants with disabilities. Background checks are administered in accordance with applicable law.

Benefits

• Base salary of $162,000–$234,000 per year.
• 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, 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 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.