AI Tool Support Engineering Lead

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Join us to drive positive, lasting change that moves missions and the government forward!

We are seeking an AI Tool Support Engineering Lead to lead comprehensive user support and program management for 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 T2 helpdesk support, responding to AI program inquiries, managing internal resources and ensuring an exceptional user experience for all stakeholders.

The Work

• Enable Model Services, IAM Configurations, Vendor Platform Support
• T2 IT Helpdesk Support, AI Program Inquiries
• White glove Application services
• New releases of Code Cred & Code Cred Installer and other supporting applications

What you need

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) <span da