Customer Service Systems Engineer

About the team

OpenAI’s mission is to build safe artificial general intelligence (AGI) which benefits all of humanity. This long-term undertaking brings the world’s best scientists, engineers, and business professionals into one lab together to accomplish this.

In pursuit of this mission, our Revenue Operations team is responsible for equipping and enabling the Go To Market (GTM) organization to deliver exceptional customer experiences, including leveraging AI to address customer needs and drive operational efficiency. The team is made up of Sales, Solutions, Customer Success, Support, Marketing, and Partnership professionals who work together to bring AI to as many users as possible.

About the role

Our CX Systems team empowers the people who support our customers by leveraging cutting-edge technology to make their work faster, smarter, and more impactful. We help deliver the full potential of AI to the world.

We are seeking a highly skilled Support Systems Engineer with advanced experience in Apex, LWC, Flow, and API development. In this role, you will design, build, and optimize scalable systems that power our end-to-end customer support operations.

You’ll work cross-functionally with customer service, operations, trust and safety, and other teams to define and implement scalable and repeatable solutions that enhance the user experience, helping to bring the benefits of AI to all humanity.

This role is based in our San Francisco office. 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'll:

• Work with the tech lead and cross functional stakeholders to architect and implement beautiful user experiences and scalable automated processes within the CS Systems and broader GTM Systems ecosystem.

• Design and develop technical solutions inside of Service Cloud and connected systems, using code and declarative automation.

• Serve as a technical advisor to stakeholders, cross-functional teams

• Ensure system reliability and performance by applying best practices in monitoring, automated testing, deployment, and incident response.

You might thrive in this role if you have: 

• An understanding of modern engineering frameworks and languages, such as Python and Java.

• A firm grasp of clean code and architecture principles.

• Proven track record of designing and implementing scalable solutions in fast-growing companies.

• 8+ years of experience in Service Cloud development with a focus on Apex, LWCs, and system integrations.

• Strong project management and stakeholder communication abilities. Excellent problem-solving and system architecture skills.

• Deep understanding of customer service systems processes and systems.

• Salesforce certifications (Platform Developer II, Salesforce Service Cloud Consultant, Platform App Builder, Application Architect) preferred.

• Prior experience or familiarity in the AI industry

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 we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.

For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement.

Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.

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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.