AI Support Engineer, Biosciences

OpenAI

AI Support Engineer working with life sciences customers. Building and running technical support processes for Rosalind and OpenAI's products.

Posted 7/22/2026full-timeSan Francisco • California • 🇺🇸 United StatesSeniorLead💰 $180,000 - $260,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in technical support and customer-facing roles, with a strong focus on life sciences disciplines and workflows. Capable of building effective support systems, troubleshooting complex issues, and fostering collaboration across cross-functional teams.

Highest-signal resume keywords

Technical Support ExperienceLife Sciences FamiliarityAPI ConfigurationTroubleshooting SkillsPlaybook Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportIncident ManagementRoot-Cause AnalysisAPI ConfigurationWorkflow EnablementGovernanceEscalation ManagementKnowledge ManagementScriptingAutomation

Soft Skills

Clear CommunicationRelationship BuildingJudgmentAdaptabilityCuriosity

Tools & Technologies

ChatGPTCodexAPIsAutomation Tools

Industry Keywords

Computational BiologyBioinformaticsGenomicsTranscriptomicsDrug Discovery

Tech Stack

Tools & technologies

Switching

About the role

Key responsibilities & impact

Work directly with Rosalind and life sciences customers, taking ownership of complex technical and operational support cases from intake through resolution.
Diagnose and resolve issues involving onboarding, workspace creation, access and permissions, API and organization configuration, model availability, sandbox or environment setup, and other product configuration questions.
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.

Requirements

What you’ll need

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.
Have experience supporting enterprise customers through complex technical configuration issues involving access, permissions, environments, APIs, security, or governance.
Demonstrate strong technical troubleshooting and root-cause analysis skills, including the ability to investigate novel or poorly defined problems.
Communicate clearly and credibly with scientists, platform administrators, engineers, Product teams, Security, Legal, and go-to-market partners.
Have a track record of building playbooks, intake systems, escalation paths, knowledge programs, reporting, or other foundations for a new or rapidly scaling support function.
Exercise sound judgment when distinguishing among break-fix support, workflow enablement, scientific consultation, product feedback, and roadmap requests.
Thrive in ambiguity, create structure where processes and ownership are still emerging, and remain effective while priorities evolve.
Build strong relationships with customers and cross-functional partners and can lead complicated issues to resolution without relying solely on formal authority.
Are comfortable using tools such as ChatGPT, Codex, APIs, scripting, or automation to improve repetitive operational work.
Approach unfamiliar problems with humility, curiosity, and a willingness to learn whatever is needed to help customers and teammates succeed.
Can balance frequent context switching and broad ownership with careful prioritization, clear communication, and consistent follow-through.

Benefits

Comp & perks

Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)
401(k) retirement plan with employer match
Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)
Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time (1 hour per 30 hours worked, or more, as required by applicable state or local law)
Mental health and wellness support
Employer-paid basic life and disability coverage
Annual learning and development stipend to fuel your professional growth
Daily meals in our offices, and meal delivery credits as eligible
Relocation support for eligible employees
Additional taxable fringe benefits, such as charitable donation matching and wellness stipends, may also be provided.