Responsibilities

We’re looking for dedicated, experienced, and deeply curious individuals to help solve some of the most complex challenges faced by our customers while building the future of post-AGI support alongside us. In this role, you’ll work directly with customers through support tickets and live calls, troubleshooting high-impact issues and resolving novel, often ambiguous technical problems in one of the fastest-moving environments in technology. As AI adoption rapidly accelerates, the work you do will directly support mission-critical systems being built on OpenAI’s platform, serving as a critical line of defense for customers operating at massive scale.
Beyond resolving technical issues, you’ll help define what world-class support looks like in an AGI-driven future. You’ll partner closely with Engineering, Product, and Operations to improve systems, reduce bugs, and elevate the customer experience, while leveraging automation, agents, and our own AI technology to transform how support operates at scale.
We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees. As employees in this role with work with many customers based on the East Coast, regularly weekday hours will commence at 6am Pacific.
To comply with a U.S. government contract, applicants for this position must be U.S. citizens with the ability to obtain and maintain a Tier 4 (High Risk Public Trust) background investigation.
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.
Becoming a trusted expert on OpenAI’s products and platform, serving as a go-to resource for complex technical issues.
Serving as a critical escalation point and line of defense for complex technical issues, partnering closely with customers and Engineering teams to troubleshoot, resolve, and proactively prevent recurring problems while leveraging scripting and emerging AI capabilities to improve internal tooling and automate operational workflows
Taking learnings from resolving customer issues and creating our approach to scaling these solutions, partnering with Product and Go-To-Market teams.
Driving operational excellence by identifying opportunities for automation and AI-powered workflows, implementing scalable improvements that increase team efficiency, reducing manual effort, and elevating the overall support experience.
Providing occasional holiday and weekend support on call coverage, as needed, to support business and customer needs.
You might thrive in this role if you have:
Have 8+ years of experience in User Operations, Engineering, Support Engineering or similar technical roles, ideally within high-growth tech startups or other fast-paced environments.

AI Support Engineer, Government - Washington, D.C. at OpenAI · LumiJobs

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

Responsibilities

Qualification

Required

Company

OpenAI

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