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

OpenAI, Inc.

Job Overview

Location

Washington, DC

Job Type

Full-time

Full Job Description

📋 Description

• As an AI Support Engineer for Government at OpenAI, you will be part of the pioneering User Operations team building the first post-AGI support organization, directly enabling U.S. government agencies and FedRAMP-regulated teams to successfully adopt and maximize value from OpenAI’s most advanced AI systems while ensuring exceptional customer experience at scale.
• You will serve as a critical technical liaison between public sector customers and OpenAI’s internal teams, resolving highly complex, often undefined technical issues through support tickets and Slack, translating compliance and security requirements into actionable solutions, and acting as a trusted expert on OpenAI platforms even when AI cannot provide answers.
• Day to day, you will troubleshoot intricate product issues for government clients, provide ownership and education on platform use, partner with Product, Engineering, and Go-To-Market teams to drive feature improvements and bug reduction, use scripting and AI capabilities (e.g., Python, Codex, ChatGPT API) to automate repetitive processes and enhance internal tooling, and contribute to scaling support operations by documenting and institutionalizing solutions from resolved cases.
• You will participate in on-call rotations, including holidays and weekends, to ensure continuous support coverage, foster a collaborative and psychologically safe team culture within User Operations, and help orchestrate agentic improvements that elevate the entire support organization’s effectiveness and responsiveness.
• Working closely with Sales, Technical Success, and Engineering, you will help shape the future of AI support by refining operational processes, leveraging OpenAI’s own technology to build next-generation support systems, and ensuring industry-leading service levels for high-stakes public sector deployments.
• This role offers the opportunity to develop deep expertise in AI systems, enterprise SaaS support, and government compliance frameworks (like FedRAMP), while growing as a technical problem-solver, communicator, and innovator in a fast-paced, mission-driven environment where your contributions directly impact the safe and effective deployment of transformative AI technology.
• You will grow into a trusted advisor and technical leader within the support function, gaining experience in cross-functional influence, process automation, and scaling technical operations in novel AI contexts—skills that are increasingly vital as AI becomes embedded in critical government infrastructure.

🎯 Requirements

• 8+ years of experience in user operations, technical support, or support engineering, preferably in tech startups or fast-paced environments
• Expert-level SaaS troubleshooting skills with ability to rapidly learn new technologies and diagnose root causes of complex technical issues
• Proficiency in scripting (e.g., Python or similar) and comfort using emerging AI tools (Codex, ChatGPT, OpenAI API) to automate tasks and improve internal tooling
• U.S. citizenship, nationality, or lawful permanent residency (refugee/asylee status) required due to U.S. government contract compliance

🏖️ Benefits

• Hybrid work model (3 days in office per week) with relocation assistance for new employees
• Opportunity to work on cutting-edge AI systems and help build the first post-AGI support team at OpenAI
• Exposure to cross-functional collaboration with Product, Engineering, Sales, and Technical Success teams to drive meaningful product and process improvements

Skills & Technologies

Python

REST

Hybrid

Degree Required

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OpenAI, Inc.

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About OpenAI, Inc.

OpenAI is a San Francisco-based artificial intelligence research and deployment company founded in 2015. It develops large-scale AI models such as GPT, DALL-E, and Codex, providing cloud APIs and consumer applications like ChatGPT. Originally established as a non-profit, it later created a capped-profit subsidiary to attract capital while maintaining its mission to ensure artificial general intelligence benefits all of humanity.

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