Senior AI Support & Enablement Engineer

T. Rowe Price • Baltimore, MD

2d • $87,000 - $185,000 • Hybrid

About The Position

The Senior AI Support & Enablement Engineer supports the technical build-out and operation of enterprise AI platform integrations, including identity, connectors, and control-plane guardrails across Microsoft, OpenAI, Anthropic, ServiceNow, Salesforce, and future providers. The role delivers day-to-day AI user support and enablement, including relationship support for high-touch groups, and serves as L2/L3 support for platform and connector defects, escalating complex issues to the Lead.

The position builds and maintains integrations and enterprise AI controls, supports user onboarding and troubleshooting, and helps ensure operational readiness, observability, governance evidence, and safe platform operation. It also assists with vendor enablement assessments and platform retirement activities.

Requirements

• At least 2 years in integration/platform engineering, identity and access engineering, or enterprise SaaS administration.
• Working knowledge of SSO/SAML/OIDC, SCIM provisioning, RBAC design, and enterprise identity platforms.
• Exposure to integrating enterprise applications through APIs, API gateways such as Apigee, Microsoft Graph, or MCP-based tool/connector patterns.
• Familiarity with AI platform administration, including Microsoft 365 Copilot, ChatGPT Enterprise, Anthropic Claude, or similar, and related admin consoles, DLP, and compliance logging.
• Understanding of agentic AI risk concepts, including tool use, memory, and autonomy, and control-plane/guardrail design.
• Familiarity 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 working as an L2/L3 support point and partnering with vendor support teams.
• Clear communication and a service mindset, with the ability to build working relationships and support senior business users with guidance.

Nice To Haves

• Experience in financial services or another highly regulated industry.

Responsibilities

• Build, configure, and maintain enterprise AI connectors and integration points, including SSO/SCIM/MAR, RBAC, Microsoft Graph, MCP, Apigee, Office plugins, and internal data source integrations.
• Help 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 L2/L3 technical support for platform defects, connector failures, and model/runtime issues raised by Tier 0–1 support, escalating complex issues to senior engineers.
• Provide Tier 1–2 AI support by triaging, troubleshooting, and resolving user requests and incidents, and creating and maintaining knowledge base articles and runbooks.
• Deliver user enablement through onboarding, training sessions, how-to guides, and adoption guidance, and relay recurring issues and feedback to the Lead.
• Serve as the day-to-day point of contact for assigned high-touch groups, provide responsive support, join regular check-ins led by the Lead, capture needs and feedback, and raise escalations and priority issues to the Lead.
• Support Labs/App Dev on Build-Operate-Transfer by contributing technical discovery, build approach, and readiness artifacts such as runbooks, telemetry, SSO/SCIM/RBAC setup, and DLP/data controls for handoff to WXT operate.
• Execute 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/registry requirements.
• Assist in evaluating vendor feature and connector enablement requests for technical risk, routing higher-risk items to AIGEC/Risk/Legal/Privacy/Security as needed.
• Contribute to vendor-specific Control Adapter templates covering licensing model, admin roles, data residency/training posture, logging exports, DLP/tenant restrictions, and API/MCP/connector documentation.
• Support platform retirement/decommissioning, including access disablement, integration shutdown, and data retention/deletion per governance requirements.

Benefits

• Competitive compensation
• Annual bonus eligibility
• A 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