AI Support Engineer, Government - San Francisco

To comply with a U.S. government contract, applicants for this position must be U.S. citizens, U.S. nationals, or U.S. persons (i.e., U.S. lawful permanent residents, refugees and asylees).

You’ll be responsible for:

• 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.
• Work directly with customers, solving their most complex problems and providing ownership and education on the use of our platforms.
• Be among the foremost experts on everything related to OpenAI products, even where our AI does not have the answer.
• Be among the last line of defense before our core Product and Engineering teams, and partner with engineering and customer teams to resolve issues.
• Use scripting and emerging AI capabilities to improve internal tooling and automate recurring processes.
• Take learnings from resolving customer issues and create our approach to scaling these solutions, partnering with product and Go-To-Market teams.
• Orchestrate agentic improvements to our operations that will level-up our entire team.
• Foster a supportive and productive work culture within the User Operations team.
• Provide support coverage in on call shifts and during holidays and weekends based on business needs.

You might thrive in this role if you have:

• Have 8+ years of experience in user operations, technical support, or support engineering roles, ideally within tech startups or fast-paced environments.
• Are comfortable using emerging technologies (ie. Codex, ChatGPT, OpenAI API, etc.) to script or engineer code (e.g., Python or similar) for automating repetitive tasks and integrating tools.
• Have expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
• Naturally question established norms, skillfully identify root causes, and proactively drive innovation and process improvements.
• Are among the very best critical thinkers, problem solvers, and communicators of complex technical issues in the industry.
• Thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek opportunities for growth.
• Have proven experience building strong relationships with customers and cross-functionally to drive resolution to complex issues.
• Have a humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.
• Have high horsepower, are adept at frequent context switching and working on multiple projects at once with expansive ownership and prioritization.
• Preferred: Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity. 

We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.

For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement.

Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.

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