AI Support Engineer, Government - Washington, D.C.
Remote • Washington, DC • FullTime
Posted 13d ago
About the job
OpenAI's User Operations team is building the first post-AGI support team, dedicated to helping customers adopt AI and ensuring an exceptional product experience. This role involves resolving complex issues, providing technical guidance, and supporting customers in maximizing value from OpenAI's products. You will work directly with customers through support tickets and live calls, troubleshooting high-impact and often ambiguous technical problems. Beyond resolving issues, you will help define world-class support in an AGI-driven future, partnering with Engineering, Product, and Operations to improve systems and leverage AI to transform support operations.
Responsibilities
- Support public sector customers, including U.S. Government agencies, 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 and line of defense for complex technical issues, partnering with customers and Engineering teams to 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 on-call support 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 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 learn.
- Bachelor's degree in Computer Science, Computer Engineering, a relevant technical field, or equivalent practical experience.
- Must be a U.S. citizen with the ability to obtain and maintain a Tier 4 (High Risk Public Trust) background investigation.
Benefits
- Hybrid work model (3 days in office per week)
- Relocation assistance