AI Tool Support Engineering Lead
About The Position
At Accenture Federal Services, our purpose is to make the US federal government stronger and safer, and to improve the lives of citizens through technology and ingenuity. We are seeking an AI Tool Support Engineering Lead to manage comprehensive user support and program management for AFS AI Code Assist, 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 be the main point of contact for users, handling inquiries, maintaining communication channels, and providing exceptional application services. Your responsibilities will include managing T1/T2 helpdesk support, responding to GenAIHub program inquiries, overseeing internal resources on the AFS Portal, DevHub, and newsletters, and ensuring an outstanding user experience for all stakeholders.
Requirements
- Customer Support & Service (Advanced)
- 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
- Communication & Content Management (Advanced)
- Technical writing and documentation
- Content management systems (SharePoint, Confluence, WordPress)
- Email marketing and newsletter platforms
- Stakeholder communication and relationship management
- AI Coding Assistant Knowledge (Intermediate)
- 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
Responsibilities
- Enable Model Services, IAM Configurations, Vendor Platform Support
- T1/T2 AFS IT Helpdesk Support, GenAIHub Program Inquiries
- AFS Portal / DevHub / Newsletter intranet resources management
- White glove Application services (SCRM requests, Architecture/Design help, App change management, etc.)
- New releases of AFS Code Cred & Code Cred Installer and other supporting applications
Benefits
- Hands-on experience
- Certifications
- Industry training
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
