GenAI Tools Support Engineer

Role Summary

The L2 GenAI Tools Support Engineer provides advanced operational, technical, and user support for enterprise GenAI productivity and “vibe coding” platforms, including Claude Code / Claude Cowork, GitHub Copilot, Cursor, and Microsoft 365 Copilot.

This role acts as the second line of defense between L1 service desk and L3 platform/vendor teams, ensuring reliable tool availability, secure configuration, effective adoption, and fast resolution of user issues.

The role combines hands‑on troubleshooting, basic administration, security coordination, and enablement, supporting thousands of developers and knowledge workers across multiple business units.

Key Responsibilities

1. 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)