AI Platform Support Engineer (1042) –Department of Technology
About The Position
The AI Platform Support Engineer, based in the Department of Technology’s Support Services Division, develops and validates an operational readiness model for safely scaling AI platforms across San Francisco city departments. The role establishes access, monitoring, and compliance standards, tests repeatable processes through department pilots, and prepares a transition framework for permanent operations at project close. The position also evaluates emerging local AI agents and desktop applications, coordinates security reviews with the cybersecurity team, develops controlled deployment methods, and builds consumption-based cost models to support budgeting as platform usage grows. The position is permanent exempt and full-time, with an anticipated project duration of up to 36 months. Most work is conducted at the Department of Technology at 1 S Van Ness Avenue in San Francisco, with occasional work at other City and County sites as needed. The department supports a hybrid work schedule in accordance with City and County remote-work policies.
Requirements
- An associate degree in computer science, computer engineering, information systems, or a closely related field from an accredited college or university, or equivalent coursework of at least 60 semester or 90 quarter credits, including at least 20 semester or 30 quarter credits in a relevant field; one additional year of qualifying experience may substitute for the degree, as may completion of the 1010 Information Systems Trainee Program.
- One year of experience analyzing, installing, configuring, enhancing, and/or maintaining system or platform components.
Nice To Haves
- Experience administering or supporting enterprise SaaS or cloud platforms such as Microsoft 365, Copilot, or ServiceNow.
- Familiarity with generative AI platforms such as Microsoft Copilot, OpenAI/ChatGPT, and Anthropic Claude, including their enterprise administration consoles.
- Experience evaluating or piloting local or desktop AI agents and assessing their security posture.
- Understanding of data classification, privacy, and security principles applicable to AI tool use.
- Experience with identity and access management tools such as Entra ID or Intune for provisioning and license management.
- Working knowledge of IT service management practices, including ticketing, incident escalation, and SLAs.
- Ability to work across teams with cybersecurity staff on security reviews and risk assessments of new tools.
- Experience building cost or budget models, particularly for consumption-based or usage/token-based pricing.
- ServiceNow experience for ticketing and service management.
- Experience developing deployment or packaging methods for desktop applications using tools such as Intune, JAMF, or similar endpoint management tools.
- Experience supporting multiple departments or business units with varying technical maturity levels.
- Familiarity with public-sector or government IT governance frameworks, such as the City's GenAI Guidelines.
- Ability to translate vendor technical documentation and release notes into operational, user-facing guidance.
- Familiarity with cloud/API billing models and cost-forecasting tools such as Azure Cost Management or vendor usage dashboards.
Responsibilities
- Design access provisioning, license management, and account administration models for City AI platforms, including Copilot, ChatGPT, and Claude, and test and refine them through pilots.
- Develop and pilot usage, performance, and service-health monitoring processes, including vendor escalation pathways.
- Develop and validate platform configuration standards aligned with City security, privacy, and data-classification requirements.
- Serve as the technical point of contact with AI platform vendors during pilot testing, including service tickets, feature rollouts, and licensing changes.
- Conduct structured pilots with onboarding departments and capture feedback and issues to refine the readiness model.
- Test local AI agents and desktop applications in a controlled environment to assess functionality, risk, and suitability for department use cases.
- Coordinate with the cybersecurity team to review security implications of local agents and desktop AI tools and incorporate findings into deployment standards.
- Develop and document controlled, secure methods for deploying desktop AI applications and agents to departments.
- Communicate testing and security-review findings to departments to support informed adoption decisions.
- Build and maintain consumption-based cost models for AI platforms, translating usage patterns into budget projections and department-facing usage-scenario estimates.
- Document lessons learned, known issues, and procedures throughout each project phase, building toward the final transition framework.
- Prepare documentation, procedures, and training materials to transition the finalized model to permanent operations at project close.
- Exercise independent judgment in balancing platform reliability, security, and usability in a public-sector context.
- Perform other related duties as assigned.
Benefits
- Competitive pay, benefits, and retirement options
- Career growth opportunities through training, internal mobility, and subsidized education
- Diverse work environment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
