AI Support Engineer, Biosciences - San Francisco

Responsibilities

• ▹Own complex technical and operational support cases for Rosalind and life sciences customers from intake to resolution
• ▹Diagnose issues around onboarding, workspace/access setup, API and org configuration, model availability and sandbox environments
• ▹Support customer workflows across ChatGPT, Codex and the OpenAI API
• ▹Build bioscience-aware intake flows, diagnostics, routing logic, escalation paths and playbooks
• ▹Coordinate escalations across Product, Engineering, Forward Deployed Engineering, Security, Legal and bioscience experts
• ▹Identify recurring issues and turn them into durable fixes and documentation
• ▹Use AI and automation to improve triage, routing and case summarization
• ▹Help define the long-term operating model and service levels for biosciences support

Requirements

• ▹8+ years in technical support, support engineering, escalations, technical account management or a related customer-facing technical role
• ▹Meaningful familiarity with life sciences workflows such as computational biology, bioinformatics, genomics, transcriptomics or drug discovery
• ▹Ability to rapidly triage scientific tooling and workflow questions and recognize when specialized expertise is needed
• ▹Experience supporting enterprise customers through complex technical configuration issues (access, permissions, environments, APIs, security, governance)
• ▹Strong technical troubleshooting and root-cause analysis skills
• ▹Clear communication with scientists, platform administrators, engineers, Product, Security, Legal and go-to-market partners
• ▹Track record of building playbooks, intake systems, escalation paths and knowledge programs
• ▹Comfort using ChatGPT, Codex, APIs, scripting or automation to improve operational work

Nice to have

• ▹Experience supporting software, data or AI products in regulated or security-sensitive scientific environments
• ▹Experience with computational research environments, scientific software, cloud platforms, APIs or data-intensive workflows
• ▹A degree or equivalent practical experience in life sciences, computational or engineering fields

Soft skills

About the company

OpenAI is an AI research and deployment company working to ensure general-purpose artificial intelligence benefits all of humanity.