← All roles

AI Support Engineer, Biosciences - San Francisco

OpenAI· User Operations
Apply on company site
Hybrid (San Francisco)$180k - $260k + equityFull-timePosted 3mo ago

About the role

OpenAI is seeking 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 role combines frontline customer support with building intake paths, playbooks, tooling, and operating mechanisms to support bioscience workflows across ChatGPT, Codex, and the OpenAI API.

Responsibilities

  • 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 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.

Qualifications

  • 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 (eg. 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.

Skills

Required:Technical support leadershipLife sciences familiarityEscalation managementPlaybooks and knowledge managementTechnical troubleshootingCommunication with stakeholders
Nice to have:Automation and scripting

Benefits

  • Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
  • Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)
  • 401(k) retirement plan with employer match
  • Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)
  • Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
  • 13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus 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 our offices, and meal delivery credits as eligible
  • Relocation support for eligible employees
  • Additional taxable fringe benefits, such as charitable donation matching and wellness stipends
Last updated Aug 6, 2026. Interested? Apply on the company site.

About OpenAI

ai-infrastructure-and-developmentliquid-ai-recruiting-targetllmsetter-30setter-30-2026-q1speech-to-texttext-to-speechvoice-ai-stack
Company profileWebsite

More open roles at OpenAI