AI Support Engineer, Biosciences - San Francisco

Preferred qualifications:

• Experience supporting software, data, or AI products used in regulated or security-sensitive scientific environments.
• Experience working with computational research environments, scientific software, cloud platforms, APIs, or data-intensive workflows.
• A degree or equivalent practical experience in a life sciences, computational, engineering, or other relevant technical field.

You might thrive in this role if you:

• Have 8+ years of experience in technical support, support engineering, escalations, technical account management, solutions operations, product operations, incident management, or a related customer-facing technical role.
• Bring meaningful familiarity with life sciences disciplines or workflows, such as computational biology, bioinformatics, genomics, transcriptomics, drug discovery, or related fields.
• Can rapidly understand and triage questions involving scientific tools and workflows while recognizing when specialized scientific expertise is required.
• Have 8+ years of experience in User Operations, Engineering, Support Engineering or similar technical roles, ideally within high-growth tech startups or other fast-paced environments.
• Are comfortable using emerging technologies (ie. Codex, ChatGPT, OpenAI API, etc.) to script or engineer code (e.g., Python) for automating repetitive tasks and integrating tools.
• Have expert-level SaaS troubleshooting skills with the ability to rapidly understand new technologies and complex concepts.
• Demonstrate polished enterprise communication: calm with high-stakes customers during live incident calls and proven experience building strong relationships with customers and cross-functional partners to drive resolution to complex issues.
• Exceptional critical thinker and problem solver with the ability to clearly communicate complex technical issues to both customers and internal teams.
• Thrive in ambiguity, adapt rapidly to change, continuously learn, and proactively seek opportunities for growth.
• Bring a humble, team first mindset, a genuine eagerness to help others, and the curiosity to quickly learn whatever knowledge is needed to help both your teammates and our customers succeed.
• Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.