IT Solutions Engineer

About the Team

IT Systems Operations is the operational layer within Security and IT that connects core teams and keeps employee-facing workflows, systems, and tools running reliably across the Employee Technology & Experience program. We design and implement the workflows, automations, and integrations that power the employee lifecycle, access, ITIL processes, and core business systems, partnering closely with Security and cross-functional teams to deliver solutions that work end to end.

Our mandate spans solution design, system implementation, workflow engineering, automation, and the reliability of the platforms behind employee-facing processes. We work closely with Support to resolve complex issues, refine workflows, and ensure our solutions perform reliably in real-world conditions. We turn operational problems into scalable, engineered systems that reduce friction, codify patterns, and help OpenAI grow predictably and securely.

About the Role

As a Solutions Engineer, you will design and implement scalable, ITIL-aligned workflows using OpenAI technology and models to automate and improve core IT processes. You will deliver cross-functional solutions from requirements and architecture through build, rollout, and operationalization across ITSM, IAM, SaaS platforms, identity-adjacent systems, lifecycle automation, access workflows, integrations, and enterprise orchestration.

You will reduce operational toil by building durable automations that ensure systems behave consistently, predictably, and securely. You will also work closely with IT Support Operations to eliminate root causes, streamline workflows, and equip Support with the least-privilege access needed to operate effectively.

This is an on-site role based in our San Francisco office with a minimum presence of three days per week.

In this role, you will :

Solution Design and Implementation

Translate unclear requirements into structured workflows and dependable systems.

Build integrations across identity, SaaS, ITSM, internal applications, and endpoints.

Deliver implementations from architecture through rollout and documentation.

Support Partnership

Address recurring issues with targeted workflow and system improvements.

Equip Support with training, Playbooks, and long-term administrative patterns.

Manage on-call rotations and technical escalations across IT and Security.

Workflow, Automation, and Orchestration

Build automated request flows across Slack, ChatGPT, Atlas, Jira, Linear, , and Retool.

Use APIs, Terraform, scripting, and low-code tools to remove manual effort.

ITIL Application and Management

Maintain Incident, Request, Change, and Problem workflows across modern ITSM tools.

Provide repeatable workflow templates for teams across the company.

Integrations

Execute user, device, and SaaS integration playbooks.

Lead identity, access, and ITSM migrations during acquisitions.

System Administration

Maintain lifecycle, collaboration, and automation platforms such as Slack Grid, Google Workspace, Atlassian, and GitHub.

Ensure system reliability through monitoring, logging, workflow health, and integration upkeep.

You might thrive in this role if you :

Instinctively break down messy, ambiguous processes and turn them into clear, logical, well-structured systems.

Navigate technical and non-technical teams with ease, translating needs and aligning stakeholders without friction.

Identify patterns, eliminate repetition, and design solutions that scale rather than relying on manual effort.

Understand identity as a foundation of enterprise architecture and think holistically about trust, entitlements, and lifecycle flows.

Adapt quickly to new tools, understand how systems fit together, and enjoy learning the inner workings of enterprise platforms.

Think in systems naturally and identify where data or workflows break down, and design clean, resilient cross-system connections.

You appreciate structured frameworks like ITIL and Agile, using them to bring order, predictability, and continuous improvement.

You communicate clearly through runbooks and written guidance that help others move faster and reduce institutional knowledge gaps.