AI Tool Support Engineering Lead
About The Position
Accenture Federal Services is seeking an AI Tool Support Engineering Lead to lead user support and program management for an AI-powered coding assistant that uses large language models to help developers write code more efficiently and accurately. The role serves as the primary point of contact for users, managing inquiries and communication channels and delivering white-glove application services. Responsibilities include managing T2 helpdesk support and AI program inquiries, managing internal resources, and ensuring an exceptional experience for stakeholders. The role supports model services, IAM configurations, vendor platforms, and new releases of Code Cred, Code Cred Installer, and other supporting applications. The position requires advanced customer support and service capabilities, experience with helpdesk systems and T2 support processes, strong technical writing and stakeholder communication skills, and intermediate familiarity with AI coding assistants and developer environments. The listed base pay range is $91,300–$184,900 USD for specified states and the District of Columbia. Accenture Federal Services states that it offers a wide variety of benefits, with further information available through a benefits link in the posting.
Requirements
- Advanced customer support and service skills.
- Experience with helpdesk ticketing systems such as ServiceNow, Jira Service Management, or Zendesk.
- Knowledge of T2 support methodologies and escalation procedures.
- Knowledge of customer service best practices and SLA management.
- Experience with issue tracking, documentation, and resolution.
- Advanced communication and content management skills, including technical writing and documentation.
- Experience with content management systems such as SharePoint.
- Stakeholder communication and relationship management skills.
- Intermediate understanding of AI code-generation tools and workflows.
- Familiarity with developer tools and IDE environments.
- Knowledge of common coding assistant use cases and limitations.
- Basic troubleshooting skills for AI-generated code.
- Applicants for US employment must have work authorization that does not now or in the future require visa sponsorship.
Responsibilities
- Lead comprehensive user support and program management for an AI-powered coding assistant.
- Serve as the primary point of contact for users, managing inquiries and communication channels.
- Deliver white-glove application services.
- Manage T2 helpdesk support and AI program inquiries.
- Manage internal resources and help ensure an exceptional user experience for stakeholders.
- Enable model services, IAM configurations, and vendor platform support.
- Support new releases of Code Cred, Code Cred Installer, and other supporting applications.
- Track, document, and resolve issues, and manage escalations and service-level expectations.
Benefits
- The company states that it offers a wide variety of benefits; specific benefits are not listed in the posting.
- Hands-on experience, certifications, and industry training are described as opportunities for employees to grow and learn.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
