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Mid LevelFull-timePythonRustAWSGoAIAPI
Salary Range
$102,000 - $138,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for dedicated, experienced, and passionate individuals to help solve some of the most difficult problems faced by our customers and build our post-AGI support team with us. In this role, you will interact directly with customers through support tickets and Slack messages, troubleshooting complex issues and resolving novel, often undefined technical problems while setting a positive precedent for the rest of the team.
Key Responsibilities
- โSupport public sector customers, including U.S. Government agencies and teams operating under FedRAMP requirements, by troubleshooting complex issues and translating security and compliance needs into clear next steps.
- โWork directly with customers, solving their most complex problems and providing ownership and education on the use of our platforms.
- โBe among the foremost experts on everything related to OpenAI products, even where our AI does not have the answer.
- โBe among the last line of defense before our core Product and Engineering teams, and partner with engineering and customer teams to resolve issues.
- โUse scripting and emerging AI capabilities to improve internal tooling and automate recurring processes.
- โTake learnings from resolving customer issues and create our approach to scaling these solutions, partnering with product and Go-To-Market teams.
- โOrchestrate agentic improvements to our operations that will level-up our entire team.
- โFoster a supportive and productive work culture within the User Operations team.
- โProvide support coverage in on call shifts and during holidays and weekends based on business needs.
Requirements
- โHave 8+ years of experience in user operations, technical support, or support engineering roles, ideally within tech startups or fast-paced environments.
- โAre comfortable using emerging technologies (ie. Codex, ChatGPT, OpenAI API, etc.) to script or engineer code (e.g., Python or similar) for automating repetitive tasks and integrating tools.
- โHave expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
- โNaturally question established norms, skillfully identify root causes, and proactively drive innovation and process improvements.
- โAre among the very best critical thinkers, problem solvers, and communicators of complex technical issues in the industry.
- โThrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek opportunities for growth.
- โHave proven experience building strong relationships with customers and cross-functionally to drive resolution to complex issues.
- โHave a humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.
- โHave high horsepower, are adept at frequent context switching and working on multiple projects at once with expansive ownership and prioritization.
- โPreferred: Bachelorโs degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.
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