Lead, AI Support & Enablement Engineer

T. Rowe Price • Baltimore, MD

1d • Hybrid

About The Position

The Lead, AI Support & Enablement Engineer owns the technical build-out and operation of enterprise AI platform integrations, including identity, connectors, and control-plane guardrails across vendors such as Microsoft, OpenAI, Anthropic, ServiceNow, Salesforce, and future providers. The role leads the AI support and enablement function, including its support model, user onboarding, adoption enablement, and stakeholder relationships with high-touch business groups. It also serves as an L3/L4 escalation point for platform and connector defects.

This role designs and maintains enterprise AI integrations, operates control-plane guardrails for agentic and autonomous capabilities, and manages provisioning, entitlement hygiene, logging, telemetry, and observability. It leads support triage and escalation processes, user training and adoption guidance, and relationship management with business groups. The role also partners with Labs/App Dev on Build-Operate-Transfer handoffs, evaluates vendor feature and connector requests for risk, contributes vendor-specific Control Adapter templates, and supports platform retirement and decommissioning.

The role is eligible for hybrid work, with up to three days per week from home. Base salary ranges vary by location: $110,000–$188,000 for Maryland, Colorado, Washington, and remote workers; $121,000–$207,000 for Washington, D.C.; and $138,000–$236,000 for New York and California. Employees may be eligible for a discretionary bonus based on company and individual performance.

Requirements

• At least 5 years of experience in integration/platform engineering, identity and access engineering, or enterprise SaaS administration.
• Experience leading or mentoring engineers and operating a technical support or enablement function.
• Proven relationship management and stakeholder communication skills, including supporting senior, high-touch business users such as investment professionals.
• Hands-on experience with SSO/SAML/OIDC, SCIM provisioning, RBAC design, and enterprise identity platforms.
• Experience integrating enterprise applications via APIs, API gateways such as Apigee, Microsoft Graph, or MCP-based tool/connector patterns.
• Familiarity with AI platform administration (such as Microsoft 365 Copilot, ChatGPT Enterprise, Anthropic Claude, or similar), including admin consoles, DLP, and compliance logging.
• Understanding of agentic AI risk concepts, including tool use, memory, and autonomy, and control-plane/guardrail design.
• Experience with observability/logging tooling and FinOps/usage reporting for SaaS or cloud platforms.
• Ability to produce and maintain technical runbooks, architecture/control documentation, and registry/evidence artifacts.
• Comfort operating as an L3/L4 escalation point and partnering with vendor support teams.

Nice To Haves

• Experience in financial services or another highly regulated industry.

Responsibilities

• Design, build, and maintain enterprise AI connectors and integration points, including SSO/SCIM/MAR, RBAC, Microsoft Graph, MCP, Apigee, Office plugins, and internal data source integrations.
• Implement and operate control-plane guardrails for agentic and autonomous capabilities, including capability registries, identity and entitlement controls, data/action/memory/autonomy controls, logging, and evidence collection.
• Serve as the L3/L4 technical escalation point for platform defects, connector failures, and model/runtime issues raised by Tier 0–2 support.
• Lead the AI support model by defining Tier 0–2 triage, escalation paths, SLAs, and knowledge base content, and directing support staff and vendor support relationships.
• Lead user enablement through onboarding, training, office hours, and adoption guidance; analyze support trends and user feedback to drive product and process improvements.
• Manage relationships with high-touch business groups as a trusted technical partner and escalation point; conduct regular check-ins, understand workflows and data sensitivities, and proactively tailor support and enablement plans.
• Partner with Labs/App Dev on Build-Operate-Transfer work, including technical discovery, build approach, and handoff readiness artifacts such as runbooks, telemetry, SSO/SCIM/RBAC setup, and DLP/data controls for WXT operation.
• Own provisioning and entitlement hygiene, including license and access provisioning/deprovisioning, group-based access models, and vendor admin configuration.
• Maintain logging, telemetry, and observability pipelines for monitoring, incident investigation, and governance evidence/registry requirements.
• Evaluate vendor feature and connector enablement requests for technical risk and route higher-risk items to AIGEC, Risk, Legal, Privacy, or Security as needed.
• Contribute to vendor-specific Control Adapter templates covering licensing models, admin roles, data residency and training posture, logging exports, DLP/tenant restrictions, and API/MCP/connector documentation.
• Support platform retirement and decommissioning, including access disablement, integration shutdown, and data retention/deletion in accordance with governance requirements.

Benefits

• Competitive compensation
• Annual bonus eligibility
• Generous retirement plan
• Hybrid work schedule
• Health and wellness benefits, including online therapy
• Paid time off for vacation, illness, medical appointments, and volunteering days
• Family care resources, including fertility and adoption benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed