AI Support Engineer, Government
Supports U.S. government and public-sector customers by troubleshooting complex SaaS and platform issues, handling escalations, and improving support through automation and AI. Requires 8+ years of technical support or engineering experience, Python scripting ability, and eligibility for a Tier 4 Public Trust investigation.
About the job
Responsibilities
- Support public-sector customers, including U.S. government agencies and teams operating under FedRAMP requirements.
- Troubleshoot complex, high-impact technical issues through support tickets and live calls.
- Translate security and compliance needs into clear next steps.
- Serve as a technical expert and escalation point for OpenAI products and platform issues.
- Partner with customers, Engineering, Product, Operations, and Go-to-Market teams to resolve issues and prevent recurrence.
- Use scripting and AI capabilities to improve internal tooling and automate operational workflows.
- Identify and implement scalable automation and AI-powered workflow improvements.
- Provide occasional holiday and weekend on-call coverage as needed.
Requirements
- 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles.
- Experience troubleshooting SaaS products and rapidly understanding complex technologies.
- Experience using emerging technologies such as Codex, ChatGPT, or the OpenAI API to script or engineer code, including Python.
- Strong enterprise communication skills and composure during high-stakes incident calls.
- Experience building relationships with customers and cross-functional partners to resolve complex issues.
- Exceptional critical-thinking, problem-solving, and technical communication skills.
- Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.
- U.S. citizenship and ability to obtain and maintain a Tier 4 (High Risk Public Trust) background investigation.
Nice-to-haves
- Experience in high-growth technology startups or other fast-paced environments.
- Experience supporting mission-critical systems at scale.
- Experience with FedRAMP, government customers, or public-sector environments.
Compensation and Benefits
- Annual salary: $162,000–$234,000.
- Hybrid work model requiring three days in the office per week.
- Relocation assistance is available for new employees.
Skills
Python, Codex, ChatGPT, OpenAI API, SaaS, FedRAMP, Automation, AI Workflows, Technical Troubleshooting, Incident Management
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