Customer Service Systems Engineer, Government
About The Position
OpenAI’s GTM Systems team builds and operates tools that help teams serve customers, translating operational needs into reliable workflows, integrations, and automation. The Customer Service Systems Engineer will own and improve the systems supporting government work, primarily Salesforce and related integrations, while potentially contributing to other priorities. The work includes building new capabilities and maintaining, automating, and improving the reliability of systems such as Salesforce Service Cloud. The engineer will take work from identifying needs and clarifying scope through technical decisions, implementation, testing, production validation, and ongoing operation. They will partner with government, support, operations, Security, and engineering teams to understand constraints and deliver practical systems. The role also involves documenting architecture and operational procedures, improving reliability and performance, and supporting incident response and recovery.
Requirements
- Prior experience delivering or operating systems in a government environment; ability to explain how operational, access, or change-control constraints shaped 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.
- Track record of independently owning ambiguous technical work, including identifying needs, defining scope, coordinating partners, making decisions, and following through after launch.
- Strong software engineering fundamentals, including clear architecture, readable code, and automated tests.
- Familiarity with programming languages such as Python or Java.
- Experience with Salesforce security and permissions, appropriate data handling, production reliability, incident response, and recovery.
- Strong understanding of support workflows and ability to translate operational needs into maintainable systems.
- Clear communication and sound judgment about when to involve partners or escalate a decision.
Nice To Haves
- 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.
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.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
