Lead, AI Support & Enablement Engineer

T. Rowe Price • Baltimore, MD

3d • 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 current and future vendors. The role leads AI support and enablement, including the support model, user onboarding, adoption enablement, and stakeholder relationships with high-touch business groups. It also serves as the L3/L4 escalation point for platform and connector defects.

The position partners with Labs/App Dev on Build-Operate-Transfer work and prepares technical discovery, build approaches, and readiness artifacts for handoff to WXT operations. It owns access provisioning and entitlement hygiene, maintains observability and governance evidence, evaluates vendor feature and connector requests, contributes to vendor-specific Control Adapter templates, and supports platform retirement and decommissioning.

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 running 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 through 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, or Anthropic Claude, 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 registry, identity and entitlement controls, data/action/memory/autonomy controls, logging, and evidence collection.
• Serve as L3/L4 technical escalation 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 direct support staff and vendor support relationships.
• Lead user 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; run regular check-ins, understand workflows and data sensitivities, and shape support and enablement plans to meet their needs.
• Partner with Labs/App Dev on Build-Operate-Transfer, including technical discovery, build approach, and readiness artifacts such as runbooks, telemetry, SSO/SCIM/RBAC setup, and DLP/data controls for handoff to WXT operations.
• Own provisioning and entitlement hygiene, including license/access provisioning and deprovisioning, group-based access models, and vendor admin configuration.
• Maintain logging, telemetry, and observability pipelines for monitoring, incident investigation, and governance evidence and 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 or deletion in accordance with governance requirements.

Benefits

• Competitive compensation and annual bonus eligibility.
• Generous retirement plan.
• Hybrid work schedule and flexible/remote work opportunities.
• Health and wellness benefits, including medical, dental, and vision coverage and online therapy.
• Paid time off for vacation, illness, medical appointments, and volunteering days.
• Family care resources, including fertility and adoption benefits.
• Employee stock purchase plan with matching contributions.
• Tuition assistance.
• Wellness programs, including fitness reimbursement and an Employee Assistance Program.

What This Job Offers

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