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

OpenAI· User Operations
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Hybrid (Washington, DC)$162k - $234k + bonusFull-timePosted 1mo ago

About the role

Support public sector customers (including U.S. Government agencies under FedRAMP) and partner with Engineering, Product, and Operations to troubleshoot complex issues, automate workflows, and scale OpenAI’s post-AGI support in a hybrid, high-velocity environment.

Responsibilities

  • 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.

Qualifications

  • 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.
  • Comfortable using emerging technologies (e.g., Codex, ChatGPT, OpenAI API) to script or engineer code (e.g., Python) for automating repetitive tasks and integrating tools.
  • Expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
  • Polished enterprise communication and ability to remain calm with high-stakes customers during live incident calls.
  • Proven experience building strong relationships with customers and cross-functional partners to drive resolution to complex issues.
  • Exceptional critical thinker and problem solver with the ability to clearly communicate complex technical issues to both customers and internal teams.
  • Thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek opportunities for growth.
  • Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.

Skills

Required:Customer support and incident managementSaaS troubleshootingAutomation scriptingOpenAI/AI tooling familiarityCross-functional collaboration

Benefits

  • Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
  • Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)
  • 401(k) retirement plan with employer match
  • Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)
  • Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
  • 13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time
  • Mental health and wellness support
  • Employer-paid basic life and disability coverage
  • Annual learning and development stipend
  • Daily meals in our offices, and meal delivery credits as eligible
  • Relocation support for eligible employees
  • Additional taxable fringe benefits (e.g., charitable donation matching and wellness stipends) may be provided.
Last updated Sep 3, 2026. Interested? Apply on the company site.

About OpenAI

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