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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 handson 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 Level2 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 licenserelated failures

  • Context/indexing code suggestion quality and prompt execution issues

• Perform rootcause analysis (RCA) and document fixes and workarounds.

2. ToolSpecific Support Scope

Claude Code / Claude Cowork

• Support CLIbased 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 languagespecific 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

  • IDEspecific 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 dataaccess and contextawareness issues

  • Copilot Chat vs appembedded Copilot behavior

• Perform basic license administration and usage validation.

3. Administration & Operations

• Perform daytoday operational tasks:

  • License assignment/removal

  • User onboarding/offboarding

  • Access validation and entitlement checks

• Maintain support runbooks FAQs and knownissues documentation

• Track incidents trends and recurring issues for continuous improvement.

4. Security Compliance & Governance Support

• Ensure tool usage aligns with:

  • Enterprise datahandling 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 dataleak or policyviolation risks promptly.

5. Enablement & Adoption

• Support tool onboarding sessions office hours and trainings

• Help create and maintain:

  • Bestpractice 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 (MustHave)

• Handson experience with at least one GenAI coding tool:

  • GitHub Copilot Claude Code or Cursor

• Strong understanding of:

  • IDEs (VS Code JetBrains Visual Studio Vim)

  • CLIbased developer workflows

• Working knowledge of:

  • Authentication (SSO OAuth concepts)

  • Licensebased SaaS platforms

• Familiarity with enterprise IT support processes (ITILstyle L2 support)

GenAI & Platform Knowledge

• Understanding of:

  • Prompting concepts

  • Context/indexing limitations

  • Modeldriven behavior differences

• Awareness of agentbased 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

• Bachelors degree in Computer Science Information Systems Engineering or related field.

Job Location:

San Jose CA (in-person/onsite position)

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