GenAI Tools Support Engineer
Explicitly references "vibe coding" platforms and supports tools like Claude Code, Cursor, and GitHub Copilot.
About the Role
The L2 GenAI Tools Support Engineer provides second‑line operational and technical support for enterprise GenAI productivity and vibe coding platforms (Claude Code/Cowork, GitHub Copilot, Cursor, Microsoft 365 Copilot). The role focuses on troubleshooting IDE/CLI integrations, license and authentication issues, secure configuration, basic administration, and enablement for developers and knowledge workers.
Job Description
Role
The L2 GenAI Tools Support Engineer is a second‑line support role responsible for advanced operational, technical, and user support for enterprise GenAI and vibe‑coding platforms. The engineer ensures tool availability, secure configuration, fast issue resolution, and adoption support across multiple business units.
Key Responsibilities
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).
- Troubleshoot authentication, tenant, and license failures; perform root‑cause analysis and document fixes.
- Investigate context/indexing, code suggestion quality, and prompt execution issues.
Tool‑Specific Support Scope
- Claude Code / Claude Cowork: support CLI workflows and VS Code extension, folder/project context, VM/execution environment constraints, plugin permissions; coordinate with Infosec and network teams.
- GitHub Copilot (Business / Enterprise): support Copilot in IDEs and Copilot Chat (IDE + Web), handle license assignment/removal, IDE connectivity and language‑specific issues, and usage reporting.
- Cursor: support Cursor IDE and CLI usage, troubleshoot codebase indexing, context refresh, IDE crashes or latency, and basic admin operations.
- Microsoft 365 Copilot: provide L2 support for Copilot in Outlook, Teams, Word, Excel, and PowerPoint; troubleshoot permission and data‑access issues; perform basic license administration and usage validation.
Administration & Operations
- Day‑to‑day tasks: license assignment/removal, user onboarding/offboarding, access validation and entitlement checks.
- Maintain runbooks, FAQs, and known‑issues documentation; track incidents, trends, and recurring issues.
Security, Compliance & Governance Support
- Ensure tool usage aligns with enterprise data‑handling policies, approved network/firewall rules, and vendor security constraints.
- Work with Infosec, Network, and Platform teams to validate plugin permissions, support audits, and escalate potential data‑leak or policy‑violation risks.
Enablement & Adoption
- Run onboarding sessions, office hours, and trainings; create and maintain best‑practice guides, troubleshooting playbooks, and common prompt examples.
- Act as an advisor to developers and power users on effective GenAI usage.
Requirements
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) and CLI‑based developer workflows.
- Working knowledge of authentication concepts (SSO, OAuth) and 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, and awareness of agent‑based workflows.
Microsoft 365 Skills
- Working knowledge of Microsoft 365 Copilot capabilities and limitations across Teams, Outlook, Word, Excel, and PowerPoint.
- Basic admin familiarity with license management and usage analytics/reporting.
Education
- Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field.
Location
- San Jose, California — in‑person / onsite position.