AI Support Engineer, Biosciences San Francisco

About the Team

OpenAIs 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. OpenAIs customers represent a range of diverse backgrounds and maturity from early-stage startups to established global enterprises.

About the Role

We are looking for an experienced hands-on support leader to build and run the support and escalation motion for GPT-Rosalind and OpenAIs life sciences customers.

This is both a builder role and a frontline support role. You will work directly with customers own complex cases diagnose technical and operational issues and coordinate cross-functional teams through resolution. You will also create the intake paths playbooks knowledge tooling and operating mechanisms needed to support life sciences workflows across ChatGPT Codex and the OpenAI API.

Youll partner closely with Account Directors Product Engineering and Forward Deployed Engineering Security Legal and bioscience subject-matter experts. You will help customers receive coordinated accurate answers while maintaining clear boundaries between technical support scientific consultation product feedback and roadmap commitments.

This role is an opportunity to define how OpenAI supports scientists and life sciences organizations as they adopt increasingly capable AI systems.

In this role you will:

• Work directly with Rosalind and life sciences customers taking ownership of complex technical and operational support cases from intake through resolution.

• Serve as a critical escalation point and final 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

• Support customer workflows across ChatGPT Codex and the OpenAI API including questions about tool access environment constraints reproducibility product behavior and responsible model usage.

• Build bioscience-aware intake flows diagnostic procedures routing logic escalation paths playbooks response templates and internal and customer-facing knowledge content.

• Determine whether an issue requires technical support workflow enablement scientific consultation solutions architecture product feedback or another specialized response and route it to the appropriate owner without losing context or accountability.

• Coordinate complex escalations across Product Engineering Forward Deployed Engineering Security Legal Account Directors and bioscience subject-matter experts providing clear handoffs and driving cases through closure.

• Maintain appropriate boundaries around scientific guidance: support standard Rosalind usage and technical workflows while engaging qualified bioscience experts for novel scientific consultation research optimization or domain-specific validity judgments.

• Identify recurring issues across scientific workflows specialized tooling access and provisioning governance and product usage then turn those patterns into durable fixes better documentation and product improvements.

• Build a repeatable customer-feedback loop that captures and synthesizes bugs product gaps and unmet needs for the Rosalind Product and Engineering teams.

• Use AI automation and lightweight technical solutions to improve triage routing case summarization knowledge management and support quality.

• Help define the long-term operating model service levels coverage requirements and specialization strategy for biosciences support.

• Foster a supportive rigorous and customer-focused culture within User Operations.

You might thrive in this role if you:

• Have 8 years of experience in technical support support engineering escalations technical account management solutions operations product operations incident management or a related customer-facing technical role.

• Bring meaningful familiarity with life sciences disciplines or workflows such as computational biology bioinformatics genomics transcriptomics drug discovery or related fields.

• Can rapidly understand and triage questions involving scientific tools and workflows while recognizing when specialized scientific expertise is required.

• 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.

• Demonstrate polished enterprise communication: calm with high-stakes customers during live incident calls and 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.

• Bachelors degree in Computer Science Computer Engineering another relevant technical field or equivalent practical experience.

Preferred qualifications

• Experience supporting software data or AI products used in regulated or security-sensitive scientific environments.

• Experience working with computational research environments scientific software cloud platforms APIs or data-intensive workflows.

• A degree or equivalent practical experience in a life sciences computational engineering or other relevant technical field.

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 OpenAIs Affirmative Action and Equal Employment Opportunity Policy Statement.

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 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. No response will be provided to inquiries unrelated to job posting compliance.

We are committed to providing reasonable accommodations to applicants with disabilities and requests can be made via this link.

OpenAI Global Applicant Privacy Policy

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.

Required Experience:

IC