IT Escalation Engineer

As an IT Support Escalation Engineer at OpenAI, you'll be the first IT Support Escalation hire, working in a secure, employee-centric, and technologically advanced environment. You'll manage and optimize IT Support Escalations processes, handle major incidents, and drive the integration of ITIL practices into workflows. Your role involves being the primary liaison between the IT Service Desk and IT Engineering Teams, becoming the Subject Matter Expert for support issues related to Access Management, Application Support, and general IT inquiries.

Key responsibilities include:

• Leveraging expertise in identity providers (IDP) like Azure, and mobile device management (MDM) systems like Jamf and Intune
• Managing a broad spectrum of SaaS applications
• Mentoring service desk team members and enhancing their proficiency
• Creating and maintaining comprehensive technical guides and documentation
• Identifying and implementing technical improvements to optimize support workflows
• Applying problem-solving skills to tackle challenging issues
• Employing bash and Python scripting to automate tasks and processes

This role requires a strong understanding of IT system administration, expertise in IDP and MDM services, and proficiency in managing support for core Corporate IT programs. You'll work closely with IT teams to develop custom applications, manage integrations, and automate processes within IT systems such as ServiceNow, Microsoft Azure EntraID, Intune, and Jamf.

The ideal candidate will have in-depth knowledge of access management, application support, systems integration, and AV support. Strong communication skills, adaptability, and a passion for mentoring and improving team proficiency are essential.

This is an onsite role requiring presence in the San Francisco office five days a week. Join OpenAI in shaping the future of technology and ensuring AI benefits humanity.