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OpenAI's User Operations team is seeking an experienced AI Support Engineer to support U.S. Government customers and agencies operating under FedRAMP requirements. This role is part of building the first post-AGI support team, combining deep technical troubleshooting with emerging AI capabilities to transform how support operates at scale.
You will work directly with government customers through support tickets and live calls, resolving complex, high-impact technical issues in one of the fastest-moving environments in technology. Your responsibilities include troubleshooting mission-critical systems built on OpenAI's platform, translating security and compliance needs into clear action plans, and serving as a trusted expert on OpenAI's products and platform.
Beyond reactive support, you'll partner closely with Engineering, Product, and Operations teams to improve systems, reduce bugs, and elevate customer experience. You'll drive operational excellence by identifying automation opportunities and implementing AI-powered workflows that increase team efficiency and reduce manual effort. You'll also help define what world-class support looks like in an AGI-driven future by taking learnings from customer issues and scaling solutions across the organization.
The role requires 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles in high-growth tech environments. You should be comfortable using emerging technologies like ChatGPT and OpenAI's API to script automation in Python or similar languages. Expert-level SaaS troubleshooting skills, polished enterprise communication, and the ability to remain calm during high-stakes customer incidents are essential. You'll need a Bachelor's degree in Computer Science, Computer Engineering, or equivalent practical experience.
This is a hybrid role requiring 3 days per week in the San Francisco office. Early weekday hours (starting 6am Pacific) are typical due to East Coast customer bases. Occasional holiday and weekend on-call support is required. U.S. citizenship and the ability to obtain and maintain a Tier 4 (High Risk Public Trust) background investigation are mandatory to comply with government contract requirements.
