OpenAI · 3 days ago
Support Systems Architect
San Francisco, CA
Full-time
Hybrid
Senior Level, Lead/Staff
$240K/yr - $240K/yr
8+ years expOpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. The Support Systems Architect will design, prototype, implement, and iterate on the tooling, data flows, and processes that allow the User Operations team to redefine a modern support organization, focusing on automation and system resilience.
Artificial Intelligence (AI)Generative AIMachine LearningNatural Language ProcessingSaaS
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
Qualification
Required
8+ years of experience in building tools for internal teams, especially within a customer support environment
Experience shipping or maintaining tools and automations (dashboards, ETL pipelines, low-code apps) that eliminated manual work and scaled beyond a single team
Ability to treat ChatGPT & LLMs as default co-developers, rapidly turning natural-language ideas into working code or queries
Strong skills in working cross-functionally and building relationships with Product, Engineering, and Operations teams
Passion for customer advocacy and experience translating customer feedback into strategic product insights
Strong bias for automation and a distaste for doing low-complexity to otherwise repetitive work consistently
Ability to thrive in a fast-moving, ambiguous environment where priorities will shift quickly and iterating on systems will be required
Benefits
Relocation assistance
Company
OpenAI
OpenAI is an AI research and deployment company that develops advanced AI models, including ChatGPT. It is a sub-organization of OpenAI Foundation.
201-500 employees
H1B Sponsorship
OpenAI has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2023 (1)
2022 (18)
2021 (10)
2020 (6)
Funding
Current Stage
Growth StageTotal Funding
$79BKey Investors
The Walt Disney CompanySoftBankThrive Capital
2025-12-11Corporate Round· $1B
2025-10-02Secondary Market· $6.6B
2025-03-31Series Unknown· $40B
Leadership Team
Sam Altman
CEO & Co-Founder
Greg Brockman
President, Chairman, & Co-Founder
Recent News
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Company data provided by crunchbase