AI Platform Support Engineer (1042) –Department of Technology

City and County of San Francisco • San Francisco, CA

1d • Hybrid

About The Position

The AI Platform Support Engineer works in the Department of Technology’s Support Services Division as part of San Francisco’s Generative Artificial Intelligence initiative. The role designs, tests, and documents the operational readiness model needed to expand AI platforms safely across City departments. It establishes access, monitoring, and compliance standards, tests repeatable processes through department pilots, and prepares a transition framework that permanent staff can operate after the project concludes.

The position also evaluates local AI agents and desktop applications, such as Claude Cowork, in a controlled environment; coordinates security reviews with the Department of Technology’s cybersecurity team; and develops secure deployment methods. The engineer builds consumption-based cost models and usage scenarios to help departments and leadership plan budgets as adoption scales. The role exercises independent judgment in balancing reliability, security, and usability in a public-sector environment.

This is a full-time, permanent-exempt project position anticipated to last up to 36 months. The role is primarily based at the Department of Technology at 1 S Van Ness Avenue, San Francisco, with possible work at other City sites. The department supports a hybrid schedule under City and County of San Francisco remote-work policies.

Requirements

• Associate degree in computer science, computer engineering, information systems, or a closely related field from an accredited college or university; alternatively, at least 60 semester or 90 quarter credits, including at least 20 semester or 30 quarter credits in one of these or a closely related field.
• One year of experience analyzing, installing, configuring, enhancing, and/or maintaining the components of a system or platform.
• One additional year of qualifying experience may substitute for the required degree.
• Completion of the 1010 Information Systems Trainee Program may substitute for the required degree.

Nice To Haves

• Experience administering or supporting enterprise SaaS or cloud platforms, such as Microsoft 365, Copilot, or ServiceNow.
• Familiarity with generative AI platforms and their enterprise administration consoles, including Microsoft Copilot, OpenAI/ChatGPT, and Anthropic Claude.
• Experience evaluating or piloting local or desktop AI agents and assessing their security posture.
• Understanding of data classification, privacy, and security principles relevant 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 cross-functionally with cybersecurity teams 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 endpoint management tools such as Intune or JAMF.
• Experience supporting multiple departments or business units with varying levels of technical maturity.
• 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 and refine access provisioning, license management, and account administration models for City AI platforms, including Copilot, ChatGPT, and Claude.
• Build 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, service tickets, feature rollouts, and licensing changes.
• Run 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 Department of Technology’s 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 AI platform cost models, translating usage patterns into budget projections and department-facing usage estimates.
• Document lessons learned, known issues, and procedures throughout each project phase.
• Prepare documentation, procedures, and training materials to transition the finalized model to permanent operations.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree