Support Engineer

Description

Operational AI
- Support Engineer

The Support Engineer supports our internal employees at for a client of ours  part of the Operational AI release train within Enterprise Platform, you are responsible to deliver best-in-class support to enable thousands of engineers and business users across the organization to be successful and productive with our AI platforms. The Support Engineer will provide technical guidance and act as a point of escalation for our core platforms
- Forge (our internal AI Artifact Hub) and AWS Quick Suite (our enterprise AI assistant service, delivered as an AWS-managed offering). You will be expected to respond to our customers with professionalism and provide timely resolution to their issues during business hours. You thrive in a fast-paced atmosphere where wearing multiple hats is encouraged. You learn new skills and technology quickly.

You have strong collaboration/communication skills.

Candidates must reside in the Atlanta, Georgia area and work in a hybrid capacity.

• AWS Quick (enterprise AI assistant, AWS-managed service)
• Forge (internal AI Artifact Hub)
• Git Hub
• ServiceNOW

• Triaging and resolving ServiceNOW tickets for Forge and AWS Quick Suite, distinguishing user error from platform defects.
• Troubleshooting access and connector issues (OAuth, SSO, and integrations such as Teams, Outlook, and Snowflake) for Forge and AWS Quick users.
• Investigating and escalating platform-service defects to AWS or internal engineering teams where automation has failed.
• Ensures all documentation and knowledge bases are updated to help encourage good collaboration within and outside of our group.
• Participate in best practices and process improvements.
• Support new user onboarding waves by provisioning access, validating connector health, and documenting known issues.
• Analyzing current support processes within Enterprise Platform and identifying ways to improve them.
• Passionate and flexible engineer that enjoys solving complex problems.

• Bachelor's degree or 2+ year's equivalent combination of industry-related professional experience and education.

• Proven ability to work independently and as part of a team with great organizational skills.
• Excellent ability to communicate effectively at all levels.
• Strong analytical and problem-solving skills.
• Experience with Amazon Web Services is a plus.
• Experience programming with Python or other object-oriented programming language is a plus

• AWS Cloud Support
• Service Now Support
• identity and access management
• python

• AWS Cloud Support
• Service Now Support
• identity and access management

Python or other object-oriented programming language: 1+ year preferred, but not a core requirement.

Intermediate Level

This is a Contract position based out of Atlanta, GA.

The pay range for this position is $39.00 - $39.29/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan
  - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Hea…