Support Systems Architect
OpenAI
Job Overview
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Job Description
About The Team
The User Operations team at OpenAI is crucial for delivering an exceptional customer experience. We tackle complex issues, offer technical guidance, and help customers maximize product value and adoption. Collaborating closely with Sales, Technical Success, Product, and Engineering, we ensure the best experience for customers ranging from early-stage startups to global enterprises. Given OpenAI’s rapid shipping cadence, our ability to design scalable systems for support readiness, user feedback, and program delivery is essential for building world-class products and maintaining outstanding support quality.
About The Role
We are looking for a systems-minded builder to design, prototype, implement, and refine the tools, data flows, and processes that will redefine a modern support organization for the User Operations team. This involves creating automated launch checklists, content and knowledge pipelines, incident detection and evaluators, and other processes to power User Operations at an unprecedented scale. Your focus will be on building resilient systems, not just presentations. This role thrives at the intersection of project management, systems building, data science/data engineering/software engineering, team enablement, and customer advocacy, within a fast-paced, evolving, cross-functional environment.
In This Role You Will
- Build 'Day-1 enabled' workflows, including role-tailored playbooks and content auto-diffs from source documents, enhancing traditional Support organizations.
- Continuously automate repetitive tasks using scripts, agents, and LLM-powered flows, implementing governance, observability, evaluation gates, and safe rollback mechanisms.
- Codify detection (windowing, deduplication, thresholds), on-call handoffs, and post-incident learning loops to safeguard customer experience and service level agreements.
- Rapidly prototype and learn, utilizing ChatGPT, Jupyter notebooks, and Retool, to prove value before hardening solutions with the Engineering team.
- Establish data pipelines to capture sentiment, ticket trends, and BPO insights, routing actionable signals to Product within hours.
- Identify and propose solutions for risks and challenges during tooling rollouts, protecting customer experience and service levels.
- Continuously automate, replacing every repetitive touchpoint with scripts, agents, or LLM-powered flows.
You Might Thrive In This Role If You
- Have 8+ years of experience in building tools for internal teams, particularly within a customer support environment.
- Have shipped or maintained tools and automations (dashboards, ETL pipelines, low-code apps) that have successfully eliminated manual work and scaled beyond a single team.
- Treat ChatGPT and LLMs as default co-developers, efficiently converting natural-language ideas into functional code or queries.
- Deeply enjoy cross-functional collaboration and are skilled at building strong relationships with Product, Engineering, and Operations teams.
- Are passionate about customer advocacy and adept at translating customer feedback into strategic product insights.
- Possess a strong bias for automation and a natural aversion to performing low-complexity, repetitive tasks consistently.
- Thrive in fast-moving, ambiguous environments where priorities shift quickly and continuous iteration on your systems is expected.
About OpenAI
OpenAI is an AI research and deployment company committed to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of AI system capabilities and aim to safely deploy them globally through our products. We believe AI is a powerful tool that must be developed with safety and human needs at its core, embracing diverse perspectives, voices, and experiences to achieve our mission. We are an equal opportunity employer and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other legally protected characteristics.
Key skills/competency
- Systems Design
- Automation Engineering
- Data Pipeline Development
- LLM Integration
- Customer Support Operations
- Project Management
- Cross-functional Collaboration
- Scalability Architecture
- Incident Management
- Tooling Development
How to Get Hired at OpenAI
- Understand OpenAI's mission: Align your application with OpenAI's dedication to safe, beneficial AI for humanity.
- Highlight systems architecture expertise: Showcase experience in designing and implementing scalable, resilient systems, particularly in support environments.
- Demonstrate automation proficiency: Emphasize your ability to leverage LLMs, scripting, and low-code tools for significant process automation.
- Showcase cross-functional collaboration: Provide concrete examples of successful partnership with product, engineering, and operations teams.
- Tailor your Support Systems Architect resume: Customize your resume to specifically address the technical requirements and impact-driven aspects of this role at OpenAI.
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