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 people's lives. We are a technology company within global Accenture, with over 13,000 employees dedicated to leveraging technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations. We are recognized as a Glassdoor Top 100 Best Place to Work, offering a supportive community for growth through hands-on experience, certifications, and industry training. We are seeking an AI Tool Support Engineering Lead to manage comprehensive user support and program management for an AI-powered coding assistant that uses Large Language Models (LLMs) to enhance developer efficiency and accuracy. This role involves being the main point of contact for users, handling inquiries, maintaining communication, and providing exceptional application services. Responsibilities include managing T2 helpdesk support, addressing AI program inquiries, overseeing internal resources, and ensuring a superior user experience.
Requirements
- Customer Support & Service (Advanced)
- Helpdesk ticketing systems (ServiceNow, Jira Service Management, Zendesk)
- 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)
- 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
- Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.
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.
- Respond to AI program inquiries.
- Manage internal resources.
- Ensure an exceptional user experience for all stakeholders.
- Handle new releases of Code Cred & Code Cred Installer and other supporting applications.
Benefits
- Accenture Federal Services offers a wide variety of benefits.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
