AI Tool Support Engineer

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Facilitate model services and set up IAM policies.

• Assist with vendor platforms.

• Deliver T1/T2 AFS IT Helpdesk support and address inquiries.

• Offer premium application services, including SCRM requests, architecture/design assistance, and application change management.

• Collaborate with the Lead Engineer.

• Support an AI-driven coding assistant that utilizes LLMs to enable developers to write code efficiently and accurately.

⛳️ Requirements

• Intermediate skills in customer support and service.

• Familiarity with helpdesk ticketing systems such as ServiceNow, Jira Service Management, or Zendesk.

• Understanding of T1/T2 support methodologies and escalation procedures.

• Knowledge of customer service best practices and SLA management.

• Skills in issue tracking, documentation, and resolution.

• Proficiency in technical writing and documentation.

• Experience with content management systems like SharePoint, Confluence, or WordPress.

• Knowledge of email marketing and newsletter platforms.

• Skills in stakeholder communication and relationship management.

• Understanding of AI code generation tools and workflows.

• Familiarity with developer tools and IDE environments.

• Knowledge of common use cases and limitations of coding assistants.

• Basic troubleshooting skills for AI-generated code.

• Strong expertise in AWS.

• Security knowledge.

• Exceptional customer support abilities.

• Must possess US work authorization that does not require current or future visa sponsorship.

🏝️ Benefits

• A collaborative and supportive community.

• Practical experience.

• Opportunities for certifications.

• Industry-related training.

• A diverse range of benefits (details available via employer benefits link).

• Reasonable accommodations for disabilities or religious observances during the recruiting and employment process.