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

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. About the Role We are looking for dedicated, experienced, and passionate individuals to help solve some of the most difficult problems faced by our customers and build our post-AGI support team with us. In this role, you will interact directly with customers through support tickets and Slack messages, troubleshooting complex issues and resolving novel, often undefined technical problems while setting a positive precedent for the rest of the team. You’ll partner closely with cross-functional teams to drive initiatives that reduce bugs, improve features, and build the systems that elevate our customer experience. Your work will bring us toward industry-leading response times and service levels, while strengthening our internal customer feedback operations in an increasingly intricate space. You will help scale our support organization by improving operational processes and leveraging our own technology to build the next version of the support team in the new AI world. You will be crucial to the success of the most innovative, disruptive, and high-scale AI solutions being built with OpenAI. If you thrive in environments that value impact, collaboration, and fast-paced problem-solving, you might be the perfect fit for our team We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees. 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). You’ll be responsible for: - 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 our platforms. - Be among the foremost experts on everything related to OpenAI products, even where our AI does not have the answer. - Be among the last line of defense before our core Product and Engineering teams, and 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 our approach to scaling these solutions, partnering with product and Go-To-Market teams. - Orchestrate agentic improvements to our operations that will level-up our 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. You might thrive in this role if you have: - Have 8+ years of experience in user operations, technical support, or support engineering roles, ideally within tech startups or fast-paced environments. - Are comfortable using emerging technologies (ie. Codex, ChatGPT, OpenAI API, etc.) to script or engineer code (e.g., Python or similar) for automating repetitive tasks and integrating tools. - Have expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts. - Naturally question established norms, skillfully identify root causes, and proactively drive innovation and proc