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OpenAI's User Operations team is seeking an experienced AI Support Engineer to support U.S. Government agencies and teams operating under FedRAMP requirements. This role is part of building the first post-AGI support team, resolving complex technical issues and providing guidance to customers deploying OpenAI's products at mission-critical scale.
You will work directly with government customers through support tickets and live calls, troubleshooting high-impact issues and resolving novel technical problems in a fast-moving environment. Beyond issue resolution, you'll help define world-class support in an AGI-driven future by partnering with Engineering, Product, and Operations to improve systems, reduce bugs, and elevate customer experience. You'll leverage automation, AI agents, and OpenAI's own technology to transform how support operates at scale.
Key responsibilities include: supporting public sector customers with complex troubleshooting and translating security/compliance needs into clear action items; becoming a trusted expert on OpenAI's products and platform; serving as a critical escalation point for complex technical issues; creating scalable solutions from customer learnings; driving operational excellence through automation and AI-powered workflows; and providing occasional on-call support coverage.
You should have 8+ years in User Operations, Support Engineering, or similar technical roles in high-growth tech environments. You're comfortable using emerging technologies (ChatGPT, OpenAI API, etc.) to script or engineer code in Python for automation. You possess expert-level SaaS troubleshooting skills, polished enterprise communication, and proven ability to build strong relationships with customers and cross-functional partners. You're an exceptional problem solver who thrives in ambiguity, adapts rapidly to change, and brings a humble, team-first mindset.
A Bachelor's degree in Computer Science, Computer Engineering, or equivalent practical experience is required. U.S. citizenship and ability to obtain/maintain Tier 4 (High Risk Public Trust) background investigation are mandatory for this government contract role.
The role operates on a hybrid model (3 days in office per week) in Washington, DC. Regular weekday hours commence at 6am Pacific to align with East Coast customer bases. Relocation assistance is available.
