Description
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 $162K - $234K 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, with employer contributions to Health Savings Accounts
- 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
- Multiple paid company holidays and 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
The User Operations team at OpenAI supports customers' adoption of AI and ensures exceptional product experiences. The team resolves complex issues, provides technical guidance, and works closely with Sales, Technical Success, Product, Engineering, and others to deliver the best possible experience to customers at scale.
About the Role
We are seeking a dedicated, experienced, and curious individual to help solve complex challenges faced by customers while building the future of post-AGI support. In this role, you will work directly with customers through support tickets and live calls, troubleshooting high-impact issues and resolving novel technical problems. You will also help define world-class support in an AGI-driven future and partner with Engineering, Product, and Operations to improve systems and elevate the customer experience.
Responsibilities
- Support public sector customers, including U.S. Government agencies and teams operating under FedRAMP requirements
- Become a trusted expert on OpenAI's products and platform
- Serve as a critical escalation point and line of defense for complex technical issues
- Take learnings from resolving customer issues and create approaches to scaling these solutions
- Drive operational excellence by identifying opportunities for automation and AI-powered workflows
- Provide occasional holiday and weekend support on call coverage as needed
Requirements
- 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles
- Comfortable using emerging technologies like Codex, ChatGPT, and OpenAI API
- Expert-level SaaS troubleshooting skills
- Polished enterprise communication and calm demeanor with high-stakes customers
- Proven experience building strong relationships with customers and cross-functional partners
- Exceptional critical thinking and problem-solving skills
- Bachelor's degree in Computer Science, Computer Engineering, or a relevant technical field
Nice to Have
- Experience with scripting and engineering code in languages like Python
- Familiarity with agile development methodologies
- Experience working in a fast-paced, dynamic environment