AI Tool Support Engineer

Accenture Federal Services•Arlington, TX

About The Position

At Accenture Federal Services, our purpose is to help the US federal government make the nation stronger and safer, and improve people's lives. Our 13,000+ employees are dedicated to leveraging technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations. We are seeking an AI Tool Support Engineer for an AI-powered coding assistant that uses Large Language Models (LLMs) to help developers write code more efficiently and accurately. In this role, you will collaborate with the Lead Engineer on enabling model services, configuring IAM policies, supporting vendor platforms, and providing T1/T2 helpdesk support through the IT Helpdesk. This position requires strong AWS expertise, security knowledge, and excellent customer support skills.

Requirements

Customer Support & Service (Intermediate)
Helpdesk ticketing systems (ServiceNow, Jira Service Management, Zendesk)
T1/T2 support methodologies and escalation procedures
Customer service best practices and SLA management
Issue tracking, documentation, and resolution
Technical writing and documentation
Content management systems (SharePoint, Confluence, WordPress)
Email marketing and newsletter platforms
Stakeholder communication and relationship management
Understanding of AI code generation tools and workflows
Developer tools and IDE environments
Common coding assistant use cases and limitations
Basic troubleshooting of AI-generated code
Strong AWS expertise
Security knowledge
Excellent customer support skills

Nice To Haves

Communication & Content Management (Intermediate)
AI Coding Assistant Knowledge (Intermediate)

Responsibilities

Enable Model Services
Configure IAM Policies
Support Vendor Platforms
Provide T1/T2 helpdesk support through the IT Helpdesk
White glove Application services (SCRM requests, Architecture/Design help, App change management, etc.)