AI Support Engineer, Biosciences - San Francisco

Details

OpenAI’s User Operations team supports customers’ adoption of AI, resolves complex issues, provides technical guidance, and helps customers maximize value from ChatGPT, Codex, and the OpenAI API. The team works closely with Sales, Technical Success, Product, Engineering, and other groups to deliver an exceptional customer experience at scale.

This role will build and run the support and escalation motion for GPT-Rosalind and OpenAI’s life sciences customers. It combines frontline technical support with the design of intake paths, playbooks, knowledge resources, tooling, and operating mechanisms for life sciences workflows.

Responsibilities

• Work directly with GPT-Rosalind and life sciences customers, owning complex technical and operational support cases from intake through resolution.
• Serve as a critical escalation point for complex technical issues, partnering with customers and Engineering teams to troubleshoot, resolve, and prevent recurring problems.
• Use 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 issues require technical support, workflow enablement, scientific consultation, solutions architecture, product feedback, or another specialized response, and route them to the appropriate owner.
• Coordinate complex escalations across Product, Engineering, Forward Deployed Engineering, Security, Legal, Account Directors, and bioscience subject-matter experts.
• Maintain appropriate boundaries around scientific guidance by supporting 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, and turn those patterns into durable fixes, improved 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.

Requirements

• 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.
• Meaningful familiarity with life sciences disciplines or workflows, such as computational biology, bioinformatics, genomics, transcriptomics, drug discovery, or related fields.
• Ability to rapidly understand and triage questions involving scientific tools and workflows while recognizing when specialized scientific expertise is required.
• 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles, ideally within high-growth technology startups or other fast-paced environments.
• Comfort using emerging technologies such as Codex, ChatGPT, and the OpenAI API to script or engineer code, including Python, for automating repetitive tasks and integrating tools.
• Expert-level SaaS troubleshooting skills and the ability to rapidly understand new technologies and complex concepts.
• Polished enterprise communication, including remaining calm with high-stakes customers during live incident calls and building strong relationships with customers and cross-functional partners.
• Exceptional critical-thinking and problem-solving skills, with the ability to communicate complex technical issues clearly to customers and internal teams.
• Ability to thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek opportunities for growth.
• Humble, team-first mindset, genuine eagerness to help others, and curiosity to learn the knowledge required to help teammates and 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.
• Degree or equivalent practical experience in a life sciences, computational, engineering, or other relevant technical field.

Benefits

• Medical, dental, and vision insurance for employees and their families, with employer contributions to Health Savings Accounts.
• Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses.
• 401(k) retirement plan with employer match.
• Paid parental leave, medical leave, and caregiver leave.
• Paid time off, paid company holidays, office closures, and paid sick or safe time as required by law.
• Mental health and wellness support.
• Employer-paid basic life and disability coverage.
• Annual learning and development stipend.
• Daily meals in offices and meal delivery credits as eligible.
• Relocation support for eligible employees.
• Additional taxable fringe benefits may include charitable donation matching and wellness stipends.

OpenAI is an equal opportunity employer. Background checks are administered in accordance with applicable law, and reasonable accommodations are available for applicants with disabilities.