About the Team
The Support team is central to ensuring that our customers' experience with our products is nothing short of exceptional. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products. We work closely with Sales, Technical Success, Product, Engineering and others to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises.
We strive to reduce friction across the customer journey by harnessing the power of AI and LLMs. Our focus is on building knowledge-driven systems that reduce the need for direct customer support interactions, optimizing both self-service and automated solutions. By joining our team, you’ll collaborate with forward-thinking professionals committed to continually improve and evolve the customer experience.
About the Role
As an Information Systems Architect for the Support team at OpenAI, you will leverage your expertise in information systems and data architecture in the context of AI and Large Language Models to push the boundaries of what’s being done in the Customer Support space. You will build novel AI solutions that drive self-service, automation, and optimize the experience for customers seeking assistance. Your role will include driving the research, strategy, and implementation for turning insights from every customer interaction into knowledge or actionable improvements that continuously enhance our support systems, thereby reducing support tickets. If successful, what you build can be applied to and expanded to other knowledge structures around OpenAI.
If you thrive in environments that value impact, collaboration, and fast-paced problem-solving, you might be the perfect fit for our team.
This role is based in San Francisco, CA. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.
In this role, you will:
Lead the strategy, data architecture, and implementation of multimodal information systems that capture key knowledge, insights, recommendations, and actions from our inbound support data
Jointly drive (with our Knowledge Management Architect) the quality of our internal and external knowledge base
Partner with data science and engineering teams to build out a self-fortifying information and knowledge ecosystem, harnessing the power of OpenAI technology
You might thrive in this role if you:
Have an advanced degree in Library Sciences, Information Systems, Data Science, AI, Machine Learning, or a related field – and are passionate about applying it to customer support operations
Have experience architecting data infrastructure optimal for AI/Large Language Models
Enjoy cross-functional collaboration and working closely with product, engineering, and operations teams to implement cutting-edge solutions
Are a proactive problem-solver and project/program manager, capable of anticipating challenges and designing systems to prevent them.
About OpenAI
OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.
We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or any other legally protected status.
OpenAI Affirmative Action and Equal Employment Opportunity Policy Statement
For US Based Candidates: Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.
We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.
OpenAI Global Applicant Privacy Policy
At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.
