AI Support Engineer, Biosciences - San Francisco
Remote • San Francisco • FullTime
Posted 1mo ago
About the job
OpenAI is seeking an experienced AI Support Engineer to build and manage the support and escalation processes for their life sciences customers, specifically for GPT-Rosalind. This role is a blend of hands-on support and strategic development, requiring direct customer interaction to diagnose and resolve complex technical and operational issues. You will be responsible for creating essential support infrastructure, including intake paths, playbooks, knowledge bases, and operating mechanisms tailored for life sciences workflows across various OpenAI products like ChatGPT, Codex, and the API. This is a unique opportunity to shape how OpenAI supports scientists and organizations as they integrate advanced AI systems into their work, partnering closely with internal teams and subject matter experts to ensure customers receive accurate, coordinated, and valuable support.
Responsibilities
- Manage complex technical and operational support cases for life sciences customers from intake to resolution.
- Act as a primary escalation point for intricate technical issues, collaborating with customers and engineering teams to troubleshoot and prevent recurrence.
- Leverage scripting and AI capabilities to enhance internal tooling and automate operational workflows.
- Support customer workflows across ChatGPT, Codex, and the OpenAI API, addressing inquiries on tool access, environment constraints, reproducibility, product behavior, and responsible AI usage.
- Develop bioscience-specific intake flows, diagnostic procedures, routing logic, escalation paths, playbooks, response templates, and knowledge content.
- Differentiate and route issues appropriately among technical support, workflow enablement, scientific consultation, solutions architecture, and product feedback.
- Coordinate complex escalations across various internal departments and external experts, ensuring clear communication and case closure.
- Maintain clear boundaries regarding scientific guidance, supporting standard usage while engaging specialists for novel scientific consultation.
- Identify and address recurring issues in scientific workflows, tooling, access, governance, and product usage through durable fixes, improved documentation, and product enhancements.
- Establish a feedback loop to capture and synthesize bugs, product gaps, and unmet needs for product and engineering teams.
- Utilize AI, automation, and technical solutions to improve triage, routing, case summarization, knowledge management, and support quality.
- Contribute to defining the long-term operating model, service levels, and specialization strategy for biosciences support.
- Cultivate a supportive, rigorous, and customer-focused culture within the User Operations team.
Requirements
- 8+ years of experience in technical support, support engineering, escalations, technical account management, solutions operations, product operations, incident management, or a similar customer-facing technical role.
- Significant familiarity with life sciences disciplines or workflows (e.g., computational biology, bioinformatics, genomics, drug discovery).
- Ability to quickly understand and triage scientific tools and workflows, recognizing when specialized scientific expertise is needed.
- 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles, preferably in fast-paced tech environments.
- Proficiency in using emerging technologies (e.g., Codex, ChatGPT, OpenAI API) and scripting/coding (e.g., Python) for task automation and tool integration.
- Expert-level SaaS troubleshooting skills with the capacity to rapidly learn new technologies and complex concepts.
- Excellent enterprise communication skills, including managing high-stakes customer interactions and building strong cross-functional relationships.
- Exceptional critical thinking and problem-solving abilities, with clear communication of complex technical issues.
- Adaptability to ambiguity and rapid change, with a proactive approach to continuous learning and growth.
- A humble, team-first mindset with a genuine eagerness to help others and learn necessary knowledge.
- Bachelor’s degree in Computer Science or a related field.