Senior Support Systems Architect - Automation & Data

Rozgoo; San Francisco (CA); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Relocation assistance

Hybrid work model

Job summary

OpenAI is seeking a systems-minded builder in San Francisco to design, prototype, implement, and iterate on tooling, data flows, and processes that empower a modern User Operations team at scale.

You will craft Day-1 enabled workflows, automate touchpoints with scripts and LLM-powered flows, and stand up data pipelines to monitor sentiment and ticket trends, ensuring SLAs and a superior customer experience.

Qualifications

• 8+ years of experience in building tools for internal teams, especially within a customer support environment.
• Shipped or maintained tools and automations (dashboards, ETL pipelines, low-code apps) that eliminated manual work and scaled beyond a single team.
• Treat ChatGPT & LLMs as default co-developers, rapidly turning natural-language ideas into working code or queries.
• Deeply enjoy working cross-functionally and are skilled at building relationships with Product, Engineering, and Operations teams.
• Are passionate about customer advocacy and have experience translating customer feedback into strategic product insights.
• Possess a strong bias for automation and a distaste for doing low-complexity to otherwise repetitive work consistently.
• Thrive in a fast-moving, ambiguous environment where priorities will shift quickly and iterating on your systems will be required.

Responsibilities

• Build “Day-1 enabled” workflows; role-tailored playbooks, content auto-diffs from source docs, and other workflows that have been taken for granted in typical Support organizations.
• Continuously automate repetitive touchpoints with scripts, agents, and LLM-powered flows; implement governance, observability, evaluation gates, and safe rollback.
• Prototype and learn quickly—leveraging ChatGPT, Jupyter notebooks, Retool, and other tools—to prove value before hardening with Engineering.
• Stand up data pipelines that capture sentiment, ticket trends, and BPO insights, routing actionable signals back to Product within hours—not weeks.
• Identify risks and challenges during tooling rollouts, proposing solutions that safeguard customer experience and service levels.
• Continuously automate, replacing every repetitive touchpoint with scripts, agents, or LLM-powered flows.

Job description

OpenAI is seeking a systems-minded builder in San Francisco to design, prototype, implement, and iterate on tooling, data flows, and processes that empower a modern User Operations team at scale.

You will craft Day-1 enabled workflows, automate touchpoints with scripts and LLM-powered flows, and stand up data pipelines to monitor sentiment and ticket trends, ensuring SLAs and a superior customer experience.