Lead Engineer

Job Family:

Travel Required:

Clearance Required:

What You Will Do

Lead advanced technical support and escalation management for enterprise AI platforms including Microsoft Copilot Tier 4 Claude and ChatGPT Enterprise.
Act as the primary technical escalation point for complex incidents platform issues user-impacting defects integrations access problems policy/configuration concerns and service disruptions.
Troubleshoot AI platform issues across identity permissions tenant configuration data access plugins/connectors browser/client behavior network security controls and enterprise integrations.
Collaborate with Microsoft Anthropic OpenAI internal engineering teams security teams product owners and business stakeholders to resolve high-severity issues.
Perform root cause analysis for recurring incidents and drive corrective and preventive actions.
Support enterprise rollout adoption governance and operational readiness for GenAI platforms.
Create and maintain technical documentation support playbooks known-error articles troubleshooting guides SOPs and escalation workflows.
Monitor platform health usage trends incident patterns and support metrics to identify opportunities for automation and service improvement.
Mentor T1/T2 support engineers and provide technical guidance on AI platform support processes.
Participate in major incident management change reviews release readiness and post-incident reviews.
Ensure support activities align with enterprise security compliance privacy and responsible AI requirements.

What You Will Need

Bachelors or Masters Degree in Computer Science Information Technology Engineering or a related field.
8 to 12 years of overall IT experience with at least 3 to 5 years in senior technical support escalation engineering platform operations cloud support or enterprise application support.
Strong hands-on experience supporting enterprise SaaS platforms preferably Microsoft 365 Microsoft Copilot Azure OpenAI Claude ChatGPT Enterprise or similar AI productivity platforms.
Experience handling Tier 3/Tier 4 escalations major incidents root cause analysis and vendor coordination.
Strong understanding of Microsoft 365 ecosystem including Entra ID/Azure AD Teams SharePoint OneDrive Exchange Online Purview Conditional Access and enterprise security policies.
Working knowledge of GenAI concepts LLM behavior prompt flows AI governance data privacy enterprise controls and responsible AI practices.
Ability to troubleshoot authentication authorization permissions licensing tenant configuration API/integration browser/client network and data access issues.
Experience working with ITSM tools such as ServiceNow Jira Azure DevOps or similar platforms.
Strong communication and collaboration skills with the ability to work effectively with technical teams business users vendors and leadership.
Ability to document complex technical issues clearly and provide actionable recommendations.
Strong analytical problem-solving and ownership mindset.
Experience working in a global support model with SLA-driven operations.

What Would Be Nice To Have:

Experience with Microsoft Copilot for Microsoft 365 Copilot Studio Azure OpenAI Service Microsoft Graph Power Platform or enterprise AI integrations.
Experience supporting ChatGPT Enterprise Claude Enterprise or other LLM-based enterprise platforms.
Knowledge of API testing REST APIs Postman PowerShell Python or automation scripting.
Familiarity with observability monitoring and log analysis tools such as Splunk Azure Monitor Log Analytics or Datadog.
Understanding of enterprise security and compliance frameworks such as SOC 2 ISO 27001 GDPR HIPAA or internal risk controls.
Experience creating knowledge base articles runbooks support dashboards and operational reports.
Microsoft certifications such as MS-900 SC-900 AZ-900 MS-102 or Azure AI Engineer Associate.
ITIL Foundation certification or experience working in ITIL-based service management processes.
Prior experience mentoring junior engineers or leading technical support pods.

What We Offer:

Guidehouse offers a comprehensive total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

About Guidehouse

Guidehouse is an Equal Opportunity EmployerProtected Veterans Individuals with Disabilities or any other basis protected by law ordinance or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

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