AI Support Engineer, Government - San Francisco

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:

• 8+ years of experience in user operations, technical support, or support engineering roles, ideally within tech startups or fast-paced environments.
• 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.
• 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.
• 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.
• Proven experience building strong relationships with customers and cross-functionally to drive resolution to complex issues.
• 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.
• High horsepower, 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.