AI Tool Support Engineer
About The Position
Accenture Federal Services is seeking an AI Tool Support Engineer to support an AI-powered coding assistant that uses Large Language Models (LLMs) to help developers write code more efficiently and accurately. Working with the Lead Engineer, this role enables model services, configures IAM policies, supports vendor platforms, and provides Tier 1 and Tier 2 helpdesk support through the IT Helpdesk. The position calls for AWS expertise, security knowledge, and strong customer support skills. The role also provides white-glove application services, including SCRM requests, architecture and design assistance, and application change management. Accenture Federal Services describes itself as a collaborative workplace offering hands-on experience, certifications, industry training, and a broad range of benefits.
Requirements
- Intermediate customer support and service skills.
- Experience or familiarity with helpdesk ticketing systems such as ServiceNow, Jira Service Management, or Zendesk.
- Knowledge of Tier 1 and Tier 2 support methodologies and escalation procedures.
- Knowledge of customer service best practices and SLA management.
- Skills in issue tracking, documentation, and resolution.
- Intermediate communication and content management skills.
- Technical writing and documentation skills.
- Familiarity with content management systems such as SharePoint, Confluence, or WordPress.
- Familiarity with email marketing and newsletter platforms.
- Stakeholder communication and relationship management skills.
- Intermediate knowledge of AI coding assistants, including AI code generation tools and workflows.
- Familiarity with developer tools and IDE environments.
- Understanding of common coding assistant use cases and limitations.
- Ability to perform basic troubleshooting of AI-generated code.
- Strong AWS expertise, security knowledge, and customer support skills.
- Applicants must have US work authorization that does not now or in the future require visa sponsorship.
Responsibilities
- Enable model services.
- Configure IAM policies.
- Support vendor platforms.
- Provide Tier 1 and Tier 2 AFS IT Helpdesk support and respond to inquiries.
- Provide white-glove application services, including SCRM requests, architecture and design help, and application change management.
- Track, document, and resolve support issues.
- Communicate with stakeholders and manage customer relationships.
Benefits
- A wide variety of benefits is offered; details are available through the company's benefits information.
- Hands-on experience, certifications, and industry training.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
