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Support Systems Architect

OpenAISan Francisco
Hybrid Full-time

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Experience Level

Mid to Senior

Qualifications

Proven experience in systems architecture and process automation, with a strong background in project management and data engineering. Familiarity with scripting languages and tools for automation is essential. Excellent problem-solving skills, coupled with an ability to work collaboratively in a fast-paced environment. Strong communication skills to engage cross-functional teams and advocate for customer needs. Experience in a customer-facing role is a plus.

About the job

About the Team

Join our dynamic User Operations team at OpenAI, where your expertise will be pivotal in delivering an unparalleled customer experience with our innovative products. We tackle complex challenges, provide expert technical guidance, and empower our customers to fully leverage our offerings, ensuring they derive maximum value and adoption. Collaborating closely with Sales, Technical Success, Product, Engineering, and other teams, we strive to create a top-notch experience for a diverse clientele, from ambitious startups to established global enterprises. As OpenAI continues to accelerate its development pace, your ability to design scalable support systems for readiness, user feedback, and program execution will be crucial in maintaining our high standards of product quality and customer support.

About the Role

We are in search of a visionary Support Systems Architect who will innovate, prototype, implement, and refine the tools, data flows, and processes that will redefine a contemporary support organization. Imagine creating automated launch checklists, dynamic content pipelines, incident detection tools, and other advanced processes that drive a User Operations team operating at an unprecedented scale. You will focus on building robust systems rather than just improving presentations.

We are looking for individuals who excel at the intersection of project management, systems architecture, data science, software engineering, team empowerment, and customer advocacy, and who thrive in a fast-paced, evolving environment.

This full-time position is based in San Francisco, California, with a hybrid work model of three days in the office per week. We also provide relocation assistance for qualifying candidates.

In this role, you will:

  • Design and implement “Day-1 enabled” workflows, including tailored playbooks and content automation processes that enhance traditional support structures.

  • Automate repetitive tasks using scripts, agents, and LLM-powered solutions; establish governance, monitoring, evaluation criteria, and safe rollback procedures.

  • Develop detection mechanisms and post-incident learning processes that safeguard customer experiences and maintain service level agreements (SLAs).

  • Quickly prototype and validate ideas using tools like ChatGPT, Jupyter notebooks, and Retool, before collaborating with Engineering for implementation.

  • Foster cross-functional collaboration to drive continuous improvement and innovation within the User Operations team.

About OpenAI

OpenAI is a pioneering organization focused on advancing artificial intelligence in a manner that is safe and beneficial for humanity. Our mission is to ensure that artificial general intelligence (AGI) benefits everyone, and we are dedicated to building cutting-edge technology that empowers a diverse range of users—from innovative startups to prominent global corporations. Join us in our mission to redefine the future of AI and customer support.

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