AI支持工程师，政府事务 - 旧金山, CA
AI Support Engineer, Government - San Francisco, CA
关于团队
OpenAI 的用户运营团队引导我们的客户采用人工智能，并确保客户的整体产品体验达到无与伦比的卓越水平。我们正在打造首个后 AGI 支持团队。我们解决复杂问题，提供技术指导，并帮助客户在部署我们的产品时最大化价值和采用率。我们与销售、技术成功、产品、工程和其他部门紧密合作，以大规模地为客户提供最佳体验。OpenAI 的客户来自各种不同的背景和成熟度，从早期初创公司到成熟的全球企业。
关于职位
我们正在寻找有奉献精神、经验丰富的深度好奇的个人，帮助解决客户面临的最复杂挑战，同时与我们一同构建后 AGI 支持的未来。在这个职位上，你将通过支持工单和实时电话直接与客户合作，排查高影响的问题，并在一个技术领域中发展最快的环境中解决新颖且常常模糊的技术问题。随着 AI 采用速度迅速加快，你所做的工作将直接支持基于 OpenAI 平台构建的关键任务系统，成为在大规模运营的客户面前的重要防线。
除了解决技术问题，你还将帮助定义 AGI 驱动的未来世界一流的客服是什么样子。你将与工程、产品和运营紧密合作，改进系统，减少错误，并提升客户体验，同时利用自动化、代理和我们自己的 AI 技术，改变大规模客服的运作方式。
我们采用每周三天在办公室的混合办公模式，并为新员工提供搬迁协助。由于该职位的员工将与许多位于东海岸的客户合作，常规的工作时间将在太平洋时间早上 6 点开始。
为了遵守美国政府合同的要求，申请此职位的候选人必须是美国公民，并具备获得和维持第 4 级（高风险公共信任）背景调查的能力。
你将负责：
- 通过排查复杂问题，并将安全和合规需求转化为清晰的下一步行动，为包括美国政府机构和遵循 FedRAMP 要求的团队在内的公共服务客户提供建议。
- 成为 OpenAI 产品和平台的可信专家，作为复杂技术问题的首选资源。
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About the Team
OpenAI’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 Role
We’re looking for dedicated, experienced, and deeply curious individuals to help solve some of the most complex challenges faced by our customers while building the future of post-AGI support alongside us. In this role, you’ll work directly with customers through support tickets and live calls, troubleshooting high-impact issues and resolving novel, often ambiguous technical problems in one of the fastest-moving environments in technology. As AI adoption rapidly accelerates, the work you do will directly support mission-critical systems being built on OpenAI’s platform, serving as a critical line of defense for customers operating at massive scale.
Beyond resolving technical issues, you’ll help define what world-class support looks like in an AGI-driven future. You’ll partner closely with Engineering, Product, and Operations to improve systems, reduce bugs, and elevate the customer experience, while leveraging automation, agents, and our own AI technology to transform how support operates at scale.
We 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 with the ability to obtain and maintain a Tier 4 (High Risk Public Trust) background investigation.
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.
- Becoming a trusted expert on OpenAI’s products and platform, serving as a go-to resource for complex technical issues.
- Serving as a critical escalation point and line of defense for complex technical issues, partnering closely with customers and Engineering teams to troubleshoot, resolve, and proactively prevent recurring problems while leveraging scripting and emerging AI capabilities to improve internal tooling and automate operational workflows
- Taking learnings from resolving customer issues and creating our approach to scaling these solutions, partnering with Product and Go-To-Market teams.
- Driving operational excellence by identifying opportunities for automation and AI-powered workflows, implementing scalable improvements that increase team efficiency, reducing manual effort, and elevating the overall support experience.
- Providing occasional holiday and weekend support on call coverage, as needed, to support business and customer needs.
You might thrive in this role if you have:
- Have 8+ years of experience in User Operations, Engineering, Support Engineering or similar technical roles, ideally within high-growth tech startups or other fast-paced environments.
- Are comfortable using emerging technologies (ie. Codex, ChatGPT, OpenAI API, etc.) to script or engineer code (e.g., Python) for automating repetitive tasks and integrating tools.
- Have expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
- Polished enterprise communication and are calm with high-stakes customers during live incident calls
- Proven experience building strong relationships with customers and cross-functional partners to drive resolution to complex issues.
- Exceptional critical thinker and problem solver with the ability to clearly communicate complex technical issues to both customers and internal teams.
- Thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek opportunities for growth.
- Bring a humble, team first mindset, a genuine eagerness to help others, and the curiosity to quickly learn whatever knowledge is needed to help both your teammates and our customers succeed.
- 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 https://cdn.openai.com/policies/eeo-policy-statement.pdf.
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.
To notify OpenAI that you believe this job posting is non-compliant, please submit a report through this form https://form.asana.com/?d=57018692298241&k=5MqR40fZd7jlxVUh5J-UeA. No response will be provided to inquiries unrelated to job posting compliance.
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At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.