AI Implementation Support Engineer

SAP Taulia•San Francisco, CA

6d•Remote

About The Position

We are seeking a highly capable AI Implementation Support Engineer to join our IT Department. This critical role will be instrumental in empowering our employees and teams to effectively integrate Artificial Intelligence into their daily work processes and workflows. The AI Implementation Support Engineer will serve as the primary AI technical implementation and support expert. When not engaged in primary AI support duties, you will dedicate your available time to serving as a supplemental member of the Corporate IT Support team, assisting end-users with the support queue and general IT operations.

Requirements

Proven experience (5+ years) in IT, software development, or a technical consulting role, with a strong focus on Generative AI, LLMs, and Agentic Workflows (e.g., RAG, prompt engineering, tool calling) rather than traditional academic Machine Learning.
Sales Engineer Mindset: Demonstrated ability to act as a "Solutions Consultant" for internal teams—gathering requirements, building rapid proofs-of-concept (POCs), and providing compelling demos and user education.
IT Support Experience: Demonstrated experience with IT service management (ITSM) tools (e.g., Jira Service Management) and a strong understanding of IT support processes (incident management, request fulfillment).
Security & Governance Awareness: Familiarity with enterprise data privacy standards (e.g., GDPR, SOC2) and experience working within defined security policies, particularly regarding data classification and access control.
Technical Troubleshooting: Sold hands-on experience troubleshooting macOS and Windows environments, SaaS applications (Google Workshop, Okta, Slack), and basic networking concepts.
Hands-on experience with AI tools and platforms, particularly those relevant to enterprise systems like Taulia and SAP (Glean, n8n, MCP are pluses).
Strong understanding of AI/ML concepts and practical applications, with expertise in effective prompting and interaction with AI models.
Strong analytical and problem-solving skills, with the ability to diagnose and resolve both complex AI technical issues and standard IT support requests.
Excellent communication, interpersonal, and presentation skills, with the ability to translate complex technical concepts into understandable terms for diverse audiences.
Demonstrated experience in business analysis, including requirements elicitation, process mapping, and stakeholder management.
Ability to work independently and collaboratively in a fast-paced, evolving environment.

Nice To Haves

Experience in project management or leading technical initiatives is a plus.

Responsibilities

Collaboration with AI Center of Excellence (CoE):
CoE Partnership: Partner closely with the AI CoE leadership, Program Managers, and Solutions Architects to ensure the smooth rollout and support of new AI agents and complex workflows.
Technical Feasibility: Assist the CoE during opportunity audits and requirements gathering by providing technical feasibility assessments for proposed AI use cases.
Feedback Loop: Act as the primary bridge between end-users and the CoE, synthesizing support ticket data, user issues, and feature requests to inform the CoE's roadmap and prioritization.
Data Quality Liaison: Collaborate with the AI Data Engineer to identify, report, and troubleshoot data access or quality issues that impact the performance of AI tools and agents.
AI Security & Governance Support:
Policy Enforcement: Serve as the primary operational check for the Employee AI Technology Use and Data Sharing Policy, ensuring employees understand the distinction between "Approved" and "Public" AI tools and the associated data handling rules (Restricted, Sensitive, vs. Unrestricted data).
Connection Governance: Manage the intake and initial review of AI Agent (e.g. MCP) connection requests, ensuring that business justifications and data classifications are documented before escalating to the Security team for final approval.
Access Control: Manage user provisioning and access rights for the "Approved AI Tool List," strictly to the Principle of Least Privilege to prevent unauthorized data exposure.
Responsible AI Advocacy: Embed governance principles into all support interactions, reinforcing the mandatory "Human Review" requirement for AI-generated content and flagging high-risk use cases to the CoE.
AI Tool Implementation & Support:
Facilitating the successful implementation and adoption of approved AI tools within daily work processes and workflows (e.g., integrating an AI-powered document analysis tool to automate contract review in legal, or a generative AI assistant for content creation in marketing).
Acting as the primary support for AI-related questions and technical issues, troubleshooting, and resolving advanced challenges.
Platform Expertise & Research:
Maintaining up-to-date knowledge of all approved AI tools and platforms, specifically those relevant to Taulia and SAP environments.
Conducting ongoing research into new and emerging AI technologies and tools, assessing their potential value and compatibility for organizational use.
Training & Enablement:
Feature Release Management: Track, test, and plan the rollout of new features from AI vendors (e.g., Glean, approved LLMs), ensuring the organization is prepared for updates.
Creating documentation and best practices guides to facilitate self-service AI adoption.
Developing and delivering comprehensive training programs and workshops to educate employees on the effective and responsible use of AI tools.
IT Responsibilities IT Operations & Support
Monitor and resolve tickets in the IT Service Desk (Jira) queue within defined SLAs, ensuring timely support for internal employees.
Hardware & Software Troubleshooting: Provide Tier 1 and Tier 2 support for company-issued hardware (macOS and Windows laptops), peripherals, and core software applications (Google Workspace, Slack, Zoom, etc.).
Access Management: Assist with user lifecycle management, including onboarding new hires, processing offboarding requests, and managing access to systems via Okta and Active Directory.
Infrastructure Support: Troubleshoot basic network connectivity issues (VPN, Wi-Fi) and assist with general system administration tasks as needed to support global operations.