AI Support Engineer, Biosciences - San Francisco

Compensation

The base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The salary range for this role is $180K - $260K per year, with additional compensation including generous equity, performance-related bonuses, and benefits.

Benefits include:

• Medical, dental, and vision insurance for you and your family
• Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses
• 401(k) retirement plan with employer match
• Paid parental leave, paid medical and caregiver leave
• 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
• 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
• Relocation support for eligible employees

About the Team

OpenAI's User Operations team supports customers' adoption of AI and ensures exceptional product experiences. The team resolves complex issues, provides technical guidance, and supports customers in maximizing value from deploying products.

About the Role

We are looking for an experienced support leader to build and run the support and escalation motion for GPT-Rosalind and OpenAI's life sciences customers. This role involves working directly with customers, owning complex cases, diagnosing technical and operational issues, and coordinating cross-functional teams.

Responsibilities

• Work directly with Rosalind and life sciences customers, taking ownership of complex technical and operational support cases
• Diagnose and resolve issues involving onboarding, workspace creation, access and permissions, API and organization configuration, model availability, and other product configuration questions
• Support customer workflows across ChatGPT, Codex, and the OpenAI API
• Build bioscience-aware intake flows, diagnostic procedures, routing logic, escalation paths, playbooks, response templates, and internal and customer-facing knowledge content
• Coordinate complex escalations across Product, Engineering, Forward Deployed Engineering, Security, Legal, Account Directors, and bioscience subject-matter experts
• Maintain appropriate boundaries around scientific guidance
• Identify recurring issues and turn them into durable fixes, better documentation, and product improvements
• Build a repeatable customer-feedback loop
• 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
• Ability to rapidly understand and triage questions involving scientific tools and workflows
• Experience supporting enterprise customers through complex technical configuration issues
• Strong technical troubleshooting and root-cause analysis skills
• Clear and credible communication with scientists, platform administrators, engineers, Product teams, Security, Legal, and go-to-market partners
• Track record of building playbooks, intake systems, escalation paths, knowledge programs, reporting, or other foundations for a new or rapidly scaling support function
• Sound judgment when distinguishing among break-fix support, workflow enablement, scientific consultation, product feedback, and roadmap requests
• Ability to thrive in ambiguity and create structure where processes and ownership are emerging
• Strong relationships with customers and cross-functional partners
• Comfortable using tools such as ChatGPT, Codex, APIs, scripting, or automation

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
• A degree or equivalent practical experience in a life sciences, computational, engineering, or other relevant technical field