OpenAI10 дней назад
AI Support Engineer, Biosciences - San Francisco
Зарплата не указана
Полная занятостьУдалёнка
Обязанности
- 01Work directly with Rosalind and life sciences customers, taking ownership of complex technical and operational support cases from intake through resolution
- 02Serve 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
- 03Support customer workflows across ChatGPT, Codex, and the OpenAI API, including questions about tool access, environment constraints, reproducibility, product behavior, and responsible model usage
- 04Build bioscience-aware intake flows, diagnostic procedures, routing logic, escalation paths, playbooks, response templates, and internal and customer-facing knowledge content
- 05Determine 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
- 06Coordinate 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
- 07Maintain 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
- 08Identify 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
- 09Build a repeatable customer-feedback loop that captures and synthesizes bugs, product gaps, and unmet needs for the Rosalind, Product, and Engineering teams
- 10Use AI, automation, and lightweight technical solutions to improve triage, routing, case summarization, knowledge management, and support quality
- 11Help define the long-term operating model, service levels, coverage requirements, and specialization strategy for biosciences support
- 12Foster a supportive, rigorous, and customer-focused culture within User Operations
Требования
- 01Have 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
- 02Bring meaningful familiarity with life sciences disciplines or workflows, such as computational biology, bioinformatics, genomics, transcriptomics, drug discovery, or related fields
- 03Can rapidly understand and triage questions involving scientific tools and workflows while recognizing when specialized scientific expertise is required
- 04Have 8+ years of experience in User Operations, Engineering, Support Engineering or similar technical roles, ideally within high-growth tech startups or other fast-paced environments
- 05Are comfortable using emerging technologies (ie. Codex, ChatGPT, OpenAI API, etc.) to script or engineer code (e.g., Python) for automating repetitive tasks and integrating tools
- 06Have expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts
- 07Demonstrate polished enterprise communication: calm with high-stakes customers during live incident calls and proven experience building strong relationships with customers and cross-functional partners to drive resolution to complex issues
- 08Exceptional critical thinker and problem solver with the ability to clearly communicate complex technical issues to both customers and internal teams
- 09Thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek opportunities for growth
- 10Bring a humble, team first mindset, a genuine eagerness to help others, and the curiosity to quickly learn whatever knowledge is needed to help both your teammates and our customers succeed
- 11Bachelor’s degree in