Support Systems Architect at OpenAI

San Francisco, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, AIIndustries

Requirements

8+ years of experience in building tools for internal teams, especially within a customer support environment
Have shipped or maintained tools and automations (dashboards, ETL pipelines, low-code apps) that eliminated manual work and scaled beyond a single team
Treat ChatGPT & LLMs as default co-developers, rapidly turning natural-language ideas into working code or queries
Deeply enjoy working cross-functionally and are skilled at building relationships with Product, Engineering, and Operations teams
Are passionate about customer advocacy and have experience translating customer feedback into strategic product insights
Possess a strong bias for automation and a distaste for doing low-complexity to otherwise repetitive work consistently
Thrive in a fast-moving, ambiguous environment where priorities will shift quickly and iterating on your systems will be required

Responsibilities

Build “Day-1 enabled” workflows; role-tailored playbooks, content auto-diffs from source docs, and other workflows that have been taken for granted in typical Support organizations
Continuously automate repetitive touchpoints with scripts, agents, and LLM-powered flows; implement governance, observability, evaluation gates, and safe rollback
Codify detection (windowing, dedupe, thresholds), on-call handoffs, and post-incident learning loops that protect customer experience and SLAs
Prototype and learn quickly—leveraging ChatGPT, Jupyter notebooks, Retool, and other tools—to prove value before hardening with Engineering
Stand up data pipelines that capture sentiment, ticket trends, and BPO insights, routing actionable signals back to Product within hours—not weeks
Identify risks and challenges during tooling rollouts, proposing solutions that safeguard customer experience and service levels
Continuously automate, replacing every repetitive touchpoint with scripts, agents, or LLM-powered flows

Skills

Key technologies and capabilities for this role

Systems ArchitectureWorkflow AutomationData EngineeringSoftware EngineeringData ScienceProject ManagementIncident DetectionKnowledge ManagementPrototypingCross-functional Collaboration

Questions & Answers

Common questions about this position

What is the salary for the Support Systems Architect role?

The salary is $240K.

Is this role remote or based in an office?

This role is based in San Francisco, California, with a hybrid work model of 3 days in the office per week. OpenAI offers relocation assistance to new employees.

What skills and experience are required for this position?

Candidates need 8+ years of experience building tools for internal teams, especially in customer support, and should thrive at the intersection of project management, systems building, data science/data engineering/software engineering, team enablement, and customer advocacy.

What is the team like at OpenAI for this role?

The User Operations Support team works closely with Sales, Technical Success, Product, Engineering, and others to ensure exceptional customer experiences at scale, supporting diverse customers from startups to global enterprises in a fast-paced environment.

What makes a strong candidate for this Support Systems Architect role?

Strong candidates have 8+ years building tools for internal teams, particularly in customer support, and excel in project management, systems building, data engineering, team enablement, and cross-functional work in fast-paced settings.

OpenAI

Develops safe and beneficial AI technologies

About OpenAI

OpenAI develops and deploys artificial intelligence technologies aimed at benefiting humanity. The company creates advanced AI models capable of performing various tasks, such as automating processes and enhancing creativity. OpenAI's products, like Sora, allow users to generate videos from text descriptions, showcasing the versatility of its AI applications. Unlike many competitors, OpenAI operates under a capped profit model, which limits the profits it can make and ensures that excess earnings are redistributed to maximize the social benefits of AI. This commitment to safety and ethical considerations is central to its mission of ensuring that artificial general intelligence (AGI) serves all of humanity.

San Francisco, CaliforniaHeadquarters

2015Year Founded

$18,433.2MTotal Funding

LATE_VCCompany Stage

AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Health insurance

Dental and vision insurance

Flexible spending account for healthcare and dependent care

Mental healthcare service

Fertility treatment coverage

401(k) with generous matching

20-week paid parental leave

Life insurance (complimentary)

AD&D insurance (complimentary)

Short-term/long-term disability insurance (complimentary)

Optional buy-up life insurance

Flexible work hours and unlimited paid time off (we encourage 4+ weeks per year)

Annual learning & development stipend

Regular team happy hours and outings

Daily catered lunch and dinner

Travel to domestic conferences

Risks

Elon Musk's legal battle may pose financial and reputational challenges for OpenAI.

Customizable ChatGPT personas could lead to privacy and ethical concerns.

Competitors like Anthropic raising capital may intensify market competition.

Differentiation

OpenAI's capped profit model prioritizes ethical AI development over unlimited profit.

OpenAI's AI models, like Sora, offer unique video creation from text descriptions.

OpenAI's focus on AGI aims to create AI systems smarter than humans.

Upsides

OpenAI's $6.6 billion funding boosts its AI research and computational capacity.

Customizable ChatGPT personas enhance user engagement and satisfaction.

OpenAI's 'Operator' AI agent could revolutionize workforce automation by 2025.

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