Senior AI Support Engineer – Automation & Scale

AI Chopping Block; Washington, Northern (District of Columbia, KY); Hybrid; USD 140,000 - 210,000; Full time

Benefits offered by this job

Relocation assistance

Hybrid work schedule

Job summary

OpenAI is seeking experienced, highly curious individuals to join the User Operations team. You will support customers through tickets and live calls, troubleshoot high-impact issues, and define world-class support strategies in an AGI-driven future.

You’ll partner with Engineering, Product, and Operations to reduce bugs, improve systems, and leverage automation and AI to transform support at scale, with a hybrid work model and early-presence requirements on the East Coast.

Qualifications

• 8+ years of experience in User Operations, Engineering, Support Engineering or similar technical roles.
• Comfort using emerging technologies to script or engineer code (e.g., Python).
• Expert-level SaaS troubleshooting skills for rapid tech concept understanding.
• Polished enterprise communication with high-stakes customers.
• Proven experience building strong relationships with customers and cross-functional partners.
• Exceptional critical thinker and problem solver with clear communication of technical issues.
• Thrives in ambiguity, adaptive to change, eager to learn and grow.
• Bachelor’s degree in CS, CS Engineering or equivalent practical experience.

Responsibilities

• Support public sector customers by troubleshooting complex issues and translating security needs into next steps.
• Become a trusted expert on OpenAI’s products and platform for complex issues.
• Serve as escalation point, collaborating with customers and Engineering to resolve and prevent problems; use scripting and AI capabilities to improve tools.
• Capture learnings from incidents and scale solutions with Product and GTM teams.
• Drive automation and AI-powered workflows to improve efficiency and reduce manual effort.
• Provide occasional holiday and weekend on-call support as needed.

Skills

Python

SaaS troubleshooting

Customer relations

Incident management

Automation scripting

Education

Bachelor’s degree in CS/Engineering

Tools

OpenAI API

Job description

OpenAI is seeking experienced, highly curious individuals to join the User Operations team. You will support customers through tickets and live calls, troubleshoot high-impact issues, and define world-class support strategies in an AGI-driven future.

You’ll partner with Engineering, Product, and Operations to reduce bugs, improve systems, and leverage automation and AI to transform support at scale, with a hybrid work model and early-presence requirements on the East Coast.