About the Position

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

Washington, DC

About the Team

OpenAI’s User Operations team shepherds our customers’ adoption of AI and ensures that our customers' product experience is nothing short of exceptional. We are building the very first post-AGI support team. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products. We work closely with Sales, Technical Success, Product, Engineering, and others, to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.

Responsibilities

In this role, you will:

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, serving as a go-to resource for complex technical issues.
Serve as a critical escalation point and line of defense for complex technical issues, partnering closely with customers and Engineering teams to troubleshoot, resolve, and proactively prevent recurring problems while leveraging scripting and emerging AI capabilities to improve internal tooling and automate operational workflows.
Take learnings from resolving customer issues and create our approach to scaling these solutions, partnering with Product and Go-To-Market teams.
Drive operational excellence by identifying opportunities for automation and AI-powered workflows, implementing scalable improvements that increase team efficiency, reducing manual effort, and elevating the overall support experience.
Provide occasional holiday and weekend support on call coverage, as needed, to support business and customer needs.

Requirements

Have 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles, ideally within high-growth tech startups or other fast-paced environments.
Be comfortable using emerging technologies (e.g., Codex, ChatGPT, OpenAI API, etc.) to script or engineer code (e.g., Python) for automating repetitive tasks and integrating tools.
Have expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
Polished enterprise communication and be calm with high-stakes customers during live incident calls.
Proven experience building strong relationships with customers and cross-functional partners to drive resolution to complex issues.
Exceptional critical thinker and problem solver with the ability to clearly communicate complex technical issues to both customers and internal teams.
Thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek opportunities for growth.
Bring a humble, team-first mindset, a genuine eagerness to help others, and the curiosity to quickly learn whatever knowledge is needed to help both your teammates and our customers succeed.
Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.

We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.

We Offer

Hybrid work model of 3 days in the office per week.
Relocation assistance to new employees.
Opportunity to work with many customers based on the East Coast, regularly weekday hours will commence at 6am Pacific.
Competitive salary and benefits.
Professional growth opportunities.
A chance to be part of a pioneering team shaping the future of AI.

To comply with a U.S. government contract, applicants for this position must be U.S. citizens with the ability to obtain and maintain a Tier 4 (High Risk Public Trust) background investigation.

AI Support Engineer, Government

Job description