OpenAI · San Francisco
Customer SupportUser OperationsRemoteFullTimeposted 6w ago
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 are looking for an experienced, hands-on support leader to build and run the support and escalation motion for GPT-Rosalind and OpenAI’s 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.
You’ll 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.
Bachelor’s 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 OpenAI’s 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 information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.
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