The opportunity
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.
What you'll do
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.
What they're looking for
- 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.
