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OpenAI

Ai Support Engineer Government San Francisco San Francisco

Comp$180K – $260K

Classified Tasks (20)

Automate 0%Augment 60%Human-Only 40%

Augment (12)

AI assists, human decides

Respond to customer support tickets and Slack messages from public- and private-sector customers.

communication

Translate security and compliance requirements (including FedRAMP-related needs) into clear next steps and remediation actions.

analytical

Take ownership of customer issues and educate customers on platform usage and best practices.

communication

Provide technical guidance to customers to support product adoption and deployment.

technical

Triage and escalate incidents to appropriate internal teams and track resolution progress.

operational

Improve response times and service levels to meet industry-leading support metrics.

operational

Strengthen internal customer feedback operations by collecting, synthesizing, and routing feedback to product and engineering.

analytical

Develop scripts and apply emerging AI capabilities to improve internal tooling.

technical

Automate recurring operational processes and workflows to increase support efficiency.

operational

Capture learnings from customer issue resolution and design scalable solutions with Product and Go-To-Market partners.

analytical

Improve operational processes to scale the support organization and build the next-generation support systems.

operational

Design and implement agentic operational improvements to elevate team performance.

operational

Human-Only (8)

Requires human judgment

Troubleshoot complex and novel technical issues reported by customers.

technical

Resolve customers' most complex product and deployment problems.

technical

Serve as a subject-matter expert on OpenAI products and answer questions beyond automated system capabilities.

technical

Act as a final support escalation and coordinate with Product and Engineering teams to resolve escalated issues.

operational

Collaborate with Sales, Technical Success, Product, Engineering, and Go-To-Market teams to drive cross-functional initiatives.

leadership

Drive initiatives that reduce product bugs, improve features, and enhance customer experience.

leadership

Promote a supportive and productive work culture within the User Operations team.

leadership

Provide on-call support coverage and respond to incidents during holidays and weekends as needed.

operational

Job description

--- BEGIN UNTRUSTED EXTERNAL CONTENT (source: https://openai.com/careers/ai-support-engineer-government-san-francisco-san-francisco/) --- Skip to main contentResearchProductsBusinessDevelopersCompanyFoundation(opens in a new window)Log inTry ChatGPT(opens in a new window)ResearchProductsBusinessDevelopersCompanyFoundation(opens in a new window)AI Support Engineer, Government - San Francisco | OpenAICareersAI Support Engineer, Government - San FranciscoUser Operations - San FranciscoApply now(opens in a new window)About the TeamOpenAI’s User Operations team shepherds our customers’ adoption of AI and ensures that our customers' product experience is nothing short of exceptional. We are building the very first post-AGI support team. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products. We work closely with Sales, Technical Success, Product, Engineering and others, to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.About the RoleWe are looking for dedicated, experienced, and passionate individuals to help solve some of the most difficult problems faced by our customers and build our post-AGI support team with us. In this role, you will interact directly with customers through support tickets and Slack messages, troubleshooting complex issues and resolving novel, often undefined technical problems while setting a positive precedent for the rest of the team. You’ll partner closely with cross-functional teams to drive initiatives that reduce bugs, improve features, and build the systems that elevate our customer experience. Your work will bring us toward industry-leading response times and service levels, while strengthening our internal customer feedback operations in an increasingly intricate space. You will help scale our support organization by improving operational processes and leveraging our own technology to build the next version of the support team in the new AI world. You will be crucial to the success of the most innovative, disruptive, and high-scale AI solutions being built with OpenAI.If you thrive in environments that value impact, collaboration, and fast-paced problem-solving, you might be the perfect fit for our teamWe 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, 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 thr
Source: OpenAI careers · scraped 2026-05-22
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