AI Support Engineer, Government - Washington, D.C.
$162k - $234k • Washington, DC • FullTime
Posted 1mo ago
About the job
OpenAI is seeking dedicated and curious individuals to join its User Operations team as an AI Support Engineer. This role is crucial in supporting public sector customers, including U.S. Government agencies, by troubleshooting complex issues and ensuring their successful adoption of OpenAI's AI products. You will act as a trusted expert and a critical escalation point, partnering closely with customers and Engineering teams to resolve technical challenges. Beyond issue resolution, you will help define the future of AI-driven support by leveraging automation and AI technologies to improve systems, reduce bugs, and elevate the customer experience. This role involves working directly with customers through support tickets and live calls, often resolving novel and ambiguous technical problems in a fast-paced environment. Your work will directly support mission-critical systems built on OpenAI's platform, serving as a vital line of defense for large-scale operations.
Responsibilities
- Support public sector customers, including U.S. Government agencies operating under FedRAMP requirements, by troubleshooting complex issues and translating security and compliance needs.
- 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, partnering with customers and Engineering teams to troubleshoot, resolve, and prevent recurring problems.
- Leverage scripting and emerging AI capabilities to improve internal tooling and automate operational workflows.
- Translate learnings from customer issues into scalable solutions, partnering with Product and Go-To-Market teams.
- Drive operational excellence by identifying opportunities for automation and AI-powered workflows.
- Implement scalable improvements to increase team efficiency and reduce manual effort.
- Provide occasional holiday and weekend support on call coverage as needed.
Requirements
- 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles, preferably in high-growth tech startups or fast-paced environments.
- Comfortable using emerging technologies (e.g., Codex, ChatGPT, OpenAI API) to script or engineer code (e.g., Python) for task automation and tool integration.
- Expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
- Polished enterprise communication skills and composure during high-stakes customer calls.
- Proven experience building strong relationships with customers and cross-functional partners.
- Exceptional critical thinking and problem-solving abilities.
- Ability to clearly communicate complex technical issues to both 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 genuine eagerness to help others and curiosity to learn.
- Bachelor's degree in Computer Science, Computer Engineering, a relevant technical field, or equivalent practical experience.
Benefits
- Hybrid work model (3 days in office per week)
- Relocation assistance for new employees