Customer Service Systems Engineer, Government

Details

About the Team

OpenAI’s mission is to ensure that artificial general intelligence benefits all of humanity.

GTM Systems builds and operates the tools that help teams serve customers. The team turns operational needs into reliable workflows, integrations, and automation so support teams can focus on helping customers.

About the Role

OpenAI is looking for a highly autonomous systems engineer to own and improve the systems that support government work, including Salesforce and related integrations. Government systems will be the primary focus, with opportunities to contribute to other priorities.

The role involves building platforms and workflows for support teams, including Salesforce Service Cloud. Work spans new capabilities, ongoing maintenance, automation, and reliability.

The engineer will identify needs, clarify scope, make technical decisions, and carry work through implementation, testing, production validation, and ongoing operation. The role works closely with government, support, operations, Security, and engineering partners to understand constraints and deliver practical systems.

Responsibilities

• Own government support systems from problem definition through design, delivery, production validation, and ongoing operation.
• Turn ambiguous needs into clear priorities and practical technical plans.
• Design and build maintainable service workflows, data models, interfaces, and integrations.
• Partner with government, support, operations, security, and engineering teams to make technical tradeoffs.
• Translate access, data-handling, and change-control requirements into working solutions.
• Improve reliability and performance through automated tests, observability, safe releases, incident response, and recovery.
• Validate changes in production and address recurring failure modes.
• Document architecture, operational procedures, and recovery paths.
• Automate repetitive work and contribute to other GASS priorities as needed.

Requirements

• Prior experience delivering or operating systems in a government environment is required. Candidates should be able to explain how operational, access, or change-control constraints shaped their engineering decisions.
• Deep Salesforce Service Cloud experience, including Apex, Lightning Web Components, Flow, data modeling, configuration, and integrations.
• Sound judgment about when to use code or declarative automation.
• A track record of independently owning ambiguous technical work, including identifying needs, defining scope, coordinating partners, making decisions, and following through after launch.
• Strong software engineering fundamentals, including clear architecture, readable code, and automated tests.
• Familiarity with languages such as Python or Java.
• Experience with Salesforce security and permissions, appropriate data handling, production reliability, incident response, and recovery.
• Strong understanding of support workflows and the ability to translate operational needs into maintainable systems.
• Clear communication and sound judgment about when to involve partners or escalate a decision.
• Preferred Salesforce certifications include Platform Developer II, Service Cloud Consultant, Platform App Builder, or Application Architect.
• Preferred experience applying AI or automation to support operations.

Benefits

• Equity, performance-related bonuses for eligible employees, and benefits including medical, dental, and vision insurance.
• Employer contributions to Health Savings Accounts and access to pre-tax FSA and commuter accounts.
• 401(k) retirement plan with employer match.
• Paid parental, medical, and caregiver leave.
• Paid time off, company holidays, office closures, and paid sick or safe time.
• 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 where eligible.
• Relocation support for eligible employees.
• Additional taxable fringe benefits may include charitable donation matching and wellness stipends.

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