AI Support Engineer, Biosciences - San Francisco

About the Team

OpenAI’s User Operations team shepherds our customers’ adoption of AI and ensures that our customers' product experience 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 an experienced, hands-on support leader to build and run the support and escalation motion for GPT-Rosalind and OpenAI’s life sciences customers.

This is both a builder role and a frontline support role. You will work directly with customers, own complex cases, diagnose technical and operational issues, and coordinate cross-functional teams through resolution. You will also create the intake paths, playbooks, knowledge, tooling, and operating mechanisms needed to support life sciences workflows across ChatGPT, Codex, and the OpenAI API.

You’ll partner closely with Account Directors, Product, Engineering and Forward Deployed Engineering, Security, Legal, and bioscience subject-matter experts. You will help customers receive coordinated, accurate answers while maintaining clear boundaries between technical support, scientific consultation, product feedback, and roadmap commitments.

This role is an opportunity to define how OpenAI supports scientists and life sciences organizations as they adopt increasingly capable AI systems.

In this role, you will:

Work directly with Rosalind and life sciences customers, taking ownership of complex technical and operational support cases from intake through resolution.

Serve as a critical escalation point and final line of defense for complex technical issues, partnering closely with customers and Engineering teams to troubleshoot, resolve, and proactively prevent recurring problems while leveraging scripting and emerging AI capabilities to improve internal tooling and automate operational workflows

Support customer workflows across ChatGPT, Codex, and the OpenAI API, including questions about tool access, environment constraints, reproducibility, product behavior, and responsible model usage.

Build bioscience-aware intake flows, diagnostic procedures, routing logic, escalation paths, playbooks, response templates, and internal and customer-facing knowledge content.

Determine whether an issue requires technical support, workflow enablement, scientific consultation, solutions architecture, product feedback, or another specialized response, and route it to the appropriate owner without losing context or accountability.

Coordinate complex escalations across Product, Engineering, Forward Deployed Engineering, Security, Legal, Account Directors, and bioscience subject-matter experts, providing clear handoffs and driving cases through closure.

Maintain appropriate boundaries around scientific guidance: support standard Rosalind usage and technical workflows while engaging qualified bioscience experts for novel scientific consultation, research optimization, or domain-specific validity judgments.

Identify recurring issues across scientific workflows, specialized tooling, access and provisioning, governance, and product usage, then turn those patterns into durable fixes, better documentation, and product improvements.

Build a repeatable customer-feedback loop that captures and synthesizes bugs, product gaps, and unmet needs for the Rosalind, Product, and Engineering teams.

Use AI, automation, and lightweight technical solutions to improve triage, routing, case summarization, knowledge management, and support quality.

Help define the long-term operating model, service levels, coverage requirements, and specialization strategy for biosciences support.

Foster a supportive, rigorous, and customer-focused culture within User Operations.

You might thrive in this role if you:

Have 8+ years of experience in technical support, support engineering, escalations, technical account management, solutions operations, product operations, incident management, or a related customer-facing technical role.

Bring meaningful familiarity with life sciences disciplines or workflows, such as computational biology, bioinformatics, genomics, transcriptomics, drug discovery, or related fields.

Can rapidly understand and triage questions involving scientific tools and workflows while recognizing when specialized scientific expertise is required.