GenAI Tools Support Engineer

What You'll Do

• L2 Support & Troubleshooting Act as Level‑2 escalation point for GenAI tool issues not resolved by L1.
• Diagnose and resolve: IDE/CLI integration issues (VS Code, JetBrains, Vim, Visual Studio) Authentication, tenant, and license‑related failures Context/indexing, code suggestion quality, and prompt execution issues Perform root‑cause analysis (RCA) and document fixes and workarounds. 2.
• Tool‑Specific Support Scope Claude Code / Claude Cowork Support CLI‑based and VS Code extension workflows Troubleshoot: Folder/project context issues VM or execution environment constraints Plugin permissions and callback/security limitations Coordinate with Infosec and network teams for required access approvals.
• GitHub Copilot (Business / Enterprise) Support Copilot in IDEs and Copilot Chat (IDE + Web) Handle: License assignment/removal IDE connectivity and language‑specific issues Code suggestion acceptance and quality concerns Assist in usage analysis and reporting to IT leadership.
• Cursor Support Cursor IDE and CLI usage Troubleshoot: Codebase indexing and context refresh issues IDE‑specific crashes or latency Assist with basic admin operations and onboarding communications.
• Microsoft 365 Copilot Provide L2 support for Copilot in: Outlook, Teams, Word, Excel, PowerPoint Troubleshoot: Permission, data‑access, and context‑awareness issues Copilot Chat vs app‑embedded Copilot behavior Perform basic license administration and usage validation. 3.
• Administration & Operations Perform day‑to‑day operational tasks : License assignment/removal User onboarding/offboarding Access validation and entitlement checks Maintain support runbooks, FAQs, and known‑issues documentation Track incidents, trends, and recurring issues for continuous improvement. 4.
• Security, Compliance & Governance Support Ensure tool usage aligns with: Enterprise data‑handling policies Approved network and firewall rules Vendor security constraints Work with Infosec, Network, and Platform teams to: Validate plugin permissions Support audits and access reviews Escalate potential data‑leak or policy‑violation risks promptly. 5.
• Enablement & Adoption Support tool onboarding sessions, office hours, and trainings Help create and maintain: Best‑practice guides Troubleshooting playbooks Common prompt examples Act as a trusted advisor to developers and power users on effective GenAI usage.
• Required Skills & Competencies Technical Skills (Must‑Have) Hands‑on experience with at least one GenAI coding tool: GitHub Copilot, Claude Code, or Cursor Strong understanding of: IDEs (VS Code, JetBrains, Visual Studio, Vim) CLI‑based developer workflows Working knowledge of: Authentication (SSO, OAuth concepts) License‑based SaaS platforms Familiarity with enterprise IT support processes (ITIL‑style L2 support) GenAI & Platform Knowledge Understanding of: Prompting concepts Context/indexing limitations Model‑driven behavior differences Awareness of agent‑based workflows and GenAI productivity use cases.
• Microsoft 365 Skills Working knowledge of: Microsoft 365 Copilot capabilities and limitations Teams, Outlook, Word, Excel Copilot scenarios Basic admin familiarity with: License management Usage analytics and reporting.
• Required Education Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field.
• Job Location: San Jose, CA (in-person/onsite position) We’re doing work that matters.
• Help us solve what others can’t.