Dev Support Engineer – AI Tool Enablement & Support

Job Duties: Dev Support Engineer AI Tool Enablement & Support

Location: New York NY (Onsite)

Type: Contract

Role Summary

• Provide tiered follow-the-sun developer support for Client approved generative AI development tools during large-scale BAU rollout. The team will jointly deliver 24x5 coverage across NA EU and AP time zones supporting onboarding ofnew users per week while maintaining stability responsiveness and developer experience.

Key Responsibilities

• Provide Tier 1 2 developer support for approved AI development tools (Claude Code GitHub Copilot CLI Cloud Agent and Q3/Q4 tools such as Codex Grok Critique Gemini Code Assist).
• Support large-scale user onboarding enablement and access provisioning across thousands of client developers.
• Troubleshoot tool usage issues workflows and integrations; reproduce and triage defects; escalate systemic issues to engineering.
• Support rollout of newly onboarded tools released in Q3/Q4 following internal risk/approval gates.
• Operate within and contribute to the follow-the-sun coverage model (NA / EU / AP) and documented escalation paths.
• Produce operational reporting on adoption progress common issues ticket trends and support SLAs.
• Maintain and improve runbooks FAQs onboarding guides and self-service enablement materials.
• Minimum Skills Required: Required Skills & Experience
• Minimum 2 years hands-on experience using AI-assisted development tools (Claude Code GitHub Copilot Cursor or comparable) in a professional software development environment.
• Working knowledge of modern developer workflows: Git CI/CD IDEs (VS Code / JetBrains) terminal/shell.
• Strong troubleshooting and incident-triage skills; comfortable working across operating systems (macOS Windows Linux).
• Excellent written and verbal communication; ability to translate developer issues into clear tickets and reproducible reports.
• Experience supporting a global developer population and working within a ticketing/ITSM platform (ServiceNow Jira Service Management or similar).
• Willingness and ability to work on-site at the assigned Client location.

Preferred / Nice-to-Have

• Prior experience supporting enterprise rollouts of developer tools or IDE plugins at scale.
• Exposure to LLM/GenAI concepts: prompting context windows tool/function calling MCP.
• Scripting ability in Python Bash or PowerShell for automation of support tasks.
• Financial services or highly regulated industry experience.

Education

• Bachelors degree in Computer Science Software Engineering or related technical field (or equivalent professional experience).