Senior Life Sciences AI Support Engineer

OpenAI; San Francisco (CA); On-site; USD 180,000 - 240,000; Full time

Job summary

OpenAI is seeking an experienced, hands-on support leader to build and run the support and escalation motion for Rosalind and OpenAI’s life sciences customers. This role combines a builder track with frontline duties, owning complex cases, diagnosing issues, and coordinating cross-functional teams to drive resolution.

You will create intake paths, playbooks, knowledge, tooling, and operating mechanisms to support biosciences workflows across ChatGPT, Codex, and the OpenAI API.

Qualifications

• 8+ years in a customer-facing technical role.
• Familiarity with life sciences disciplines or workflows.
• Ability to triage questions involving scientific tools and workflows.
• Experience supporting enterprise customers with complex configuration issues.
• Track record of building playbooks, intake systems, and knowledge programs.

Responsibilities

• Work directly with Rosalind and life sciences customers, owning complex technical and operational support cases from intake through resolution.
• Diagnose and resolve onboarding, workspace creation, access and permissions, API/configuration issues.
• Support customer workflows across ChatGPT, Codex, and the OpenAI API.
• Build bioscience-aware intake flows, diagnostic procedures, routing logic, escalation paths, and knowledge content.
• Coordinate escalations across Product, Engineering, Forward Deployed Engineering, Security, Legal, and bioscience experts.
• Maintain boundaries around scientific guidance while engaging bioscience experts for specialized consultation.

Skills

8+ years of experience in technical/fe

Life sciences workflow familiarity

Strong cross-functional communication

Education

Bachelor's degree or equivalent practical experience in life sciences or related field

Tools

APIs

Scripting/Automation

Job description

OpenAI is seeking an experienced, hands-on support leader to build and run the support and escalation motion for Rosalind and OpenAI’s life sciences customers. This role combines a builder track with frontline duties, owning complex cases, diagnosing issues, and coordinating cross-functional teams to drive resolution.

You will create intake paths, playbooks, knowledge, tooling, and operating mechanisms to support biosciences workflows across ChatGPT, Codex, and the OpenAI API.