Description

Provide Tier 1–2 support for AI development tools and manage onboarding for a large-scale user base.

This role is on-site.

Responsibilities

• Troubleshoot workflows, integrations, and tool-related issues while triaging and escalating defects.
• Support onboarding and access provisioning for 500–1000+ users per week.
• Maintain runbooks, FAQs, and onboarding documentation to streamline user adoption.
• Generate reports on adoption, issues, and SLA metrics within a 24x5 global support model.
• Assist with the rollout of newly approved AI tools across NA/EU/AP regions.

Required Skills

• 2+ years of experience with AI-assisted development tools (GitHub Copilot, Claude, Cursor, etc.).
• Strong knowledge of Git, CI/CD, and IDEs (VS Code / JetBrains).
• Experience troubleshooting across Windows, macOS, and Linux environments.
• Familiarity with ITSM tools such as ServiceNow or Jira Service Management.
• Strong communication and documentation skills.

Preferred Skills

• Experience supporting enterprise-scale developer tool rollouts.
• Understanding of GenAI/LLM concepts including prompting, MCP, and context handling.
• Scripting knowledge in Python, Bash, or PowerShell.

Key Skills

Education

Bachelor's degree