Description
Compensation
We offer a competitive salary range of $180K – $260K, including generous equity, performance-related bonus(es) for eligible employees, and a range of benefits.
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 (1 hour per 30 hours worked, or more, as required by applicable state or local law)
- Mental health and wellness support
- Employer-paid basic life and disability coverage
- Annual learning and development stipend to fuel your professional growth
- 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, may also be provided.
About the Team
OpenAI’s User Operations team shepherds our customers’ adoption of AI and ensures that our customers' product experience is nothing short of exceptional. We are building the very first post-AGI support team. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products.
About the Role
We are looking for dedicated, experienced, and passionate individuals to help solve some of the most difficult problems faced by our customers and build our post-AGI support team with us. In this role, you will interact directly with customers through support tickets and Slack messages, troubleshooting complex issues and resolving novel, often undefined technical problems while setting a positive precedent for the rest of the team. You’ll partner closely with cross-functional teams to drive initiatives that reduce bugs, improve features, and build the systems that elevate our customer experience.
Responsibilities
- Support public sector customers, including U.S. Government agencies and teams operating under FedRAMP requirements, by troubleshooting complex issues and translating security and compliance needs into clear next steps.
- Work directly with customers, solving their most complex problems and providing ownership and education on the use of our platforms.
- Be among the foremost experts on everything related to OpenAI products, even where our AI does not have the answer.
- Be among the last line of defense before our core Product and Engineering teams, and partner with engineering and customer teams to resolve issues.
- Use scripting and emerging AI capabilities to improve internal tooling and automate recurring processes.
- Take learnings from resolving customer issues and create our approach to scaling these solutions, partnering with product and Go-To-Market teams.
- Orchestrate agentic improvements to our operations that will level-up our entire team.
- Foster a supportive and productive work culture within the User Operations team.
- Provide support coverage in on call shifts and during holidays and weekends based on business needs.
Requirements
- 8+ years of experience in user operations, technical support, or support engineering roles, ideally within tech startups or fast-paced environments.
- Are comfortable using emerging technologies (ie. Codex, ChatGPT, OpenAI API, etc.) to script or engineer code (e.g., Python or similar) for automating repetitive tasks and integrating tools.
- Have expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
- Naturally question established norms, skillfully identify root causes, and proactively drive innovation and process improvements.
- Are among the very best critical thinkers, problem solvers, and communicators of complex technical issues in the industry.
- Thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek opportunities for growth.
- Have proven experience building strong relationships with customers and cross-functionally to drive resolution to complex issues.
- Have a humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.
- Have high horsepower, are adept at frequent context switching and working on multiple projects at once with expansive ownership and prioritization.
- Preferred: Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.
About OpenAI
OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.