AI Tool Support Engineering Lead

Accenture Federal Services•Arlington, TX

About The Position

We are seeking an AI Tool Support Engineering Lead to lead comprehensive user support and program management for AFS AI Code Assist, an AI-powered coding assistant that leverages Large Language Models (LLMs) to help developers write code more efficiently and accurately. In this role, you will serve as the primary point of contact for users, managing inquiries, maintaining communication channels, and delivering white glove application services. You'll be responsible for managing T1/T2 helpdesk support, responding to GenAIHub program inquiries, managing internal resources across AFS Portal, DevHub, and newsletters, and ensuring an exceptional 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
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

Responsibilities

The Work 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