AI Support Engineer - San Francisco

OpenAI; San Francisco (CA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Relocation assistance

Flexible work model

Job summary

A leading AI company in San Francisco is seeking a User Operations Specialist to enhance customer experience by troubleshooting complex issues. The ideal candidate has over 8 years of experience in technical support, possesses strong critical thinking skills, and is adept at fostering relationships. This role involves direct interaction with customers and requires a hybrid work model offering flexibility. Join us in shaping the future of technology.

Qualifications

• 8+ years of experience in user operations, technical support, or support engineering.
• Mastered SaaS troubleshooting and quickly grasp new technologies.
• Proven experience building strong relationships with customers.

Responsibilities

• Work directly with customers, solving their complex problems.
• Provide ownership and education on the use of our platforms.
• Partner with engineering and customer teams to resolve issues.

Skills

Critical thinking

Problem solving

Communications

SaaS troubleshooting

Adaptability

Job description

About the Team

User Operations is a team shepherding our customer’s adoption of AI and central to ensuring that our customers' experience with our products 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. We work closely with Sales, Technical Success, Product, Engineering and others to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.

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 be interacting directly with our customers through support tickets and Slack messages, troubleshooting complex issues to define the undefined, and setting a positive precedent for the rest of the team to follow. Your work will bring us toward industry-leading response times and service levels, while building our internal customer feedback operations in an increasingly intricate space. Your initiatives will scale our support organization through improving operational processes and leverage our own technology to build the next version of the support team in the new AI world. You will be crucial to the success of the most innovative, disruptive, and high-scale AI solutions being built with OpenAI.

If you thrive in environments that value impact, collaboration, and fast-paced problem-solving, you might be the perfect fit for our team

We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.

You’ll be responsible for:

• Working directly with customers, solving their most complex problems and providing ownership and education on the use of our platforms.


• Being among the foremost experts on everything related to OpenAI products, even where our AI does not have the answer.


• Being among the last line of defense before our core Product and Engineering teams, and partnering with engineering and customer teams to resolve issues.


• Taking learnings from resolving customer issues and creating our approach to scaling these solutions, partnering with product and Go-To-Market teams.


• Orchestrating agentic improvements to our operations that will level-up our entire team.


• Fostering a supportive and productive work culture within the User Operations team.


• Providing support coverage in on call shifts and during holidays and weekends based on business needs.

You might thrive in this role if you have:

• 8+ years of experience in user operations, technical support, or support engineering roles, ideally in tech startups or fast-paced environments.


• Are among the very best critical thinkers, problem solvers, and communicators of complex technical issues in the industry.


• Have mastered SaaS troubleshooting and quickly grasp new technologies and complex concepts


• Naturally questions established norms, skillfully identifies root causes, and proactively drives innovation and process improvements.


• Thrive in ambiguity, rapidly adapt to change, continuously learn, and proactively seek opportunities for growth.


• Proven experience building strong relationships with customers and cross-functionally to drive resolution to complex issues.


• 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.


• High horsepower, are adept at frequent context switching and working on multiple projects at once with expansive ownership, and ruthlessly prioritize.

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.

We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.

For additional information, please see OpenAI’s affirmitive action and equal employment opportunity policy statement.

Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.

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At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.