Customer Service Systems Engineer, Government

About the team

OpenAI’s mission is to ensure that artificial general intelligence benefits all of humanity.

GTM Systems builds and operates the tools that help our teams serve customers. We turn operational needs into reliable workflows, integrations, and automation so support teams can focus on helping customers.

About the role

We’re looking for a highly autonomous systems engineer to own and improve the systems that support our government work, including Salesforce and related integrations. Government systems will be your primary focus, with opportunities to contribute to other priorities.

You’ll build the platforms and workflows our support teams rely on, including Salesforce Service Cloud. The work spans new capabilities, ongoing maintenance, automation, and reliability.

You’ll identify needs, clarify scope, make technical decisions, and carry work through implementation, testing, production validation, and ongoing operation. You’ll work closely with government, support, operations, Security, and engineering partners to understand constraints and deliver systems that work well in practice.

In this role, you'll

• Own government support systems from problem definition through design, delivery, production validation, and ongoing operation. Turn ambiguous needs into clear priorities and practical technical plans.

• Design and build maintainable service workflows, data models, interfaces, and integrations.

• Partner with government, support, operations, security, and engineering teams to make technical tradeoffs and translate access, data-handling, and change-control requirements into working solutions.

• Improve reliability and performance through automated tests, observability, safe releases, incident response, and recovery. Validate changes in production and address recurring failure modes.

• Document architecture, operational procedures, and recovery paths so systems are understandable and supportable. Automate repetitive work and contribute to other GASS priorities as needed.

You might thrive in this role if you have

• Prior experience delivering or operating systems in a government environment is required. You can explain how operational, access, or change-control constraints shaped your engineering decisions.

• Deep Salesforce Service Cloud experience, including Apex, Lightning Web Components, Flow, data modeling, configuration, and integrations. Sound judgment about when to use code or declarative automation.

• A track record of owning ambiguous technical work independently: identifying needs, defining scope, coordinating partners, making decisions, and following through after launch.

• Strong software engineering fundamentals: clear architecture, readable code, automated tests, and familiarity with languages such as Python or Java.

• Experience with Salesforce security and permissions, appropriate data handling, production reliability, incident response, and recovery.

• A strong understanding of support workflows and the ability to translate operational needs into maintainable systems. Clear communication and sound judgment about when to involve partners or escalate a decision.

• Preferred: relevant Salesforce certifications, such as Platform Developer II, Service Cloud Consultant, Platform App Builder, or Application Architect.

• Preferred: experience applying AI or automation to support operations.

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

Responsibilities

• Own government support systems from problem definition through design, delivery, production validation, and ongoing operation. Turn ambiguous needs into clear priorities and practical technical plans.
• Design and build maintainable service workflows, data models, interfaces, and integrations.
• Partner with government, support, operations, security, and engineering teams to make technical tradeoffs and translate access, data-handling, and change-control requirements into working solutions.
• Improve reliability and performance through automated tests, observability, safe releases, incident response, and recovery. Validate changes in production and address recurring failure modes.
• Document architecture, operational procedures, and recovery paths so systems are understandable and supportable. Automate repetitive work and contribute to other GASS priorities as needed.

Requirements

• Prior experience delivering or operating systems in a government environment is required. You can explain how operational, access, or change-control constraints shaped your engineering decisions.
• Deep Salesforce Service Cloud experience, including Apex, Lightning Web Components, Flow, data modeling, configuration, and integrations. Sound judgment about when to use code or declarative automation.
• A track record of owning ambiguous technical work independently: identifying needs, defining scope, coordinating partners, making decisions, and following through after launch.
• Strong software engineering fundamentals: clear architecture, readable code, automated tests, and familiarity with languages such as Python or Java.
• Experience with Salesforce security and permissions, appropriate data handling, production reliability, incident response, and recovery.
• A strong understanding of support workflows and the ability to translate operational needs into maintainable systems. Clear communication and sound judgment about when to involve partners or escalate a decision.

Preferred Qualifications

• Relevant Salesforce certifications, such as Platform Developer II, Service Cloud Consultant, Platform App Builder, or Application Architect.
• Experience applying AI or automation to support operations.