IT Solutions Engineer

Details

About the team

IT Systems Operations is the operational layer within Security and IT that connects core teams and keeps employee-facing workflows, systems, and tools running reliably across the Employee Technology & Experience program. The team designs and implements workflows, automations, and integrations that power the employee lifecycle, access, ITIL processes, and core business systems, partnering closely with Security and cross-functional teams to deliver end-to-end solutions.

About the role

As a Solutions Engineer, you will design and implement scalable, ITIL-aligned workflows using OpenAI technology and models to automate and improve core IT processes. You will deliver cross-functional solutions from requirements and architecture through build, rollout, and operationalization across ITSM, IAM, SaaS platforms, identity-adjacent systems, lifecycle automation, access workflows, integrations, and enterprise orchestration. You will reduce operational toil by building durable automations that ensure systems behave consistently, predictably, and securely. You will also work closely with IT Support Operations to eliminate root causes, streamline workflows, and equip Support with least-privilege access patterns. This is an on-site role based in the San Francisco office with a minimum presence of three days per week (hybrid).

Responsibilities

• Translate unclear requirements into structured workflows and dependable systems.
• Build integrations across identity, SaaS, ITSM, internal applications, and endpoints.
• Deliver implementations from architecture through rollout and documentation.
• Address recurring issues with targeted workflow and system improvements.
• Equip Support with training, playbooks, and long-term administrative patterns.
• Manage on-call rotations and technical escalations across IT and Security.
• Build automated request flows across Slack, ChatGPT, Atlas, Jira, Linear, Incident.io, and Retool.
• Use APIs, Terraform, scripting, and low-code tools to remove manual effort.
• Maintain Incident, Request, Change, and Problem workflows across modern ITSM tools and provide repeatable workflow templates for teams.
• Execute user, device, and SaaS integration playbooks and lead identity, access, and ITSM migrations during acquisitions.
• Maintain lifecycle, collaboration, and automation platforms such as Slack Grid, Google Workspace, Atlassian, and GitHub.
• Ensure system reliability through monitoring, logging, workflow health, and integration upkeep.

Requirements / You might thrive in this role if you:

• Break down ambiguous processes into clear, logical, well-structured systems.
• Navigate technical and non-technical teams, translating needs and aligning stakeholders.
• Identify patterns, eliminate repetition, and design scalable solutions.
• Understand identity as a foundation of enterprise architecture and think holistically about trust, entitlements, and lifecycle flows.
• Adapt quickly to new tools and learn the inner workings of enterprise platforms.
• Think in systems and identify where data or workflows break down; design resilient cross-system connections.
• Appreciate structured frameworks like ITIL and Agile and use them to bring order and continuous improvement.
• Communicate clearly through runbooks and written guidance.

Technologies & tools mentioned

Slack, ChatGPT / OpenAI models, Atlas, Jira, Linear, Incident.io, Retool, APIs, Terraform, scripting, low-code tools, ITSM platforms, IAM systems, Google Workspace, Atlassian, GitHub, monitoring and logging tools.

Benefits & other details

• Base salary range: $225,000 - $275,000 (offers equity).
• Additional total compensation may include equity, performance-related bonus(es), and benefits.
• Benefits mentioned: medical/dental/vision, HSA contributions, pre-tax accounts (FSA), 401(k) with match, paid parental leave, paid time off, company holidays and office closures, mental health support, life and disability coverage, learning & development stipend, daily office meals and meal credits, relocation support for eligible employees, and other fringe benefits.
• Background checks will be administered in accordance with applicable law. OpenAI is an equal opportunity employer and provides reasonable accommodations for applicants with disabilities.
• Location & schedule: role is based in the San Francisco office with a minimum on-site presence of three days per week (hybrid).