AI Tool Support Engineering Lead

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

📋 Description

• Facilitate Model Services, IAM Configurations, and Vendor Platform Assistance

• Offer T1/T2 AFS IT Helpdesk Support and address inquiries related to the GenAIHub Program

• Oversee AFS Portal, DevHub, and newsletter intranet assets

• Provide premium application services, encompassing SCRM requests, architecture/design assistance, and application change management

• Support the latest releases of AFS Code Cred, Code Cred Installer, and additional supporting applications

• Act as the main contact point for users of AFS AI Code Assist

• Handle user inquiries and manage communication channels

• Offer user support and program management for an AI-driven coding assistant utilizing LLMs

• Ensure a superior user experience for all stakeholders

⛳️ Requirements

• In-depth knowledge of customer support and service

• Proficiency with helpdesk ticketing systems: ServiceNow, Jira Service Management, and Zendesk

• Familiarity with T1/T2 support methodologies and escalation protocols

• Understanding of customer service best practices and SLA management

• Skills in issue tracking, documentation, and resolution

• Expertise in technical writing and documentation

• Experience with content management systems: SharePoint, Confluence, and WordPress

• Background in email marketing and newsletter platforms

• Strong stakeholder communication and relationship management abilities

• Intermediate knowledge of AI code generation tools and workflows

• Familiarity with developer tools and IDE environments

• Understanding of common coding assistant use cases and their limitations

• Basic troubleshooting capabilities for AI-generated code

• Authorization to work in the United States without current or future visa sponsorship

🏝️ Benefits

• Collaborative and supportive community

• Practical experience opportunities

• Certification programs

• Industry-specific training

• Equal employment opportunities

• Reasonable accommodations for disabilities or religious observances