AI Engineering Support Lead

Join to apply for the AI Engineering Support Lead role at KPMG US
.

Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today's most important industries. Our growth is driven by delivering real results for our clients and supported by a culture that encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities.

• Serve as the hands‑on technical leader for complex, high‑impact customer and production issues, performing deep root‑cause analysis across distributed systems, cloud infrastructure, networks, APIs, and application layers. Debug issues using logs, metrics, traces, and live system inspection.
• Partner directly with highly technical customers, speaking their language and earning credibility through technical depth.
• Identify repetitive, manual, or error‑prone support tasks and design automation to eliminate them. Build scripts, tools, and workflows (e.g., Python, Power Shell, Bash, APIs, CI/CD jobs) to streamline diagnostics, remediation, and reporting.
• Manage, coordinate, and communicate incidents from inception to resolution, including root cause analysis; drive continuous improvement to monitoring services and internal processes for support requests and production incidents.
• Apply tools and techniques to proactively search for and document potential issues in production environments and work with other team resources to ensure the highest possible quality of service.
• Manage and coordinate major incidents to resolution; deliver Root Cause Analysis reporting and trending; provide guidance to support staff; use standard runbooks to mitigate or resolve incidents and support requests, escalating as necessary and ensuring all support documentation and knowledge bases remain accurate and up‑to‑date.

• Minimum five years of recent experience supporting critical infrastructure systems and/or managing a network.
• Bachelor's degree from an accredited college/university or equivalent work experience.
• Proven track record implementing automation and self‑service (such as Service Now workflows, scripting such as Power Shell or Python, AIOps) to improve Mean Time To Resolution (MTTR) and First Contact Resolution (FCR).
• Experience working with Microsoft Azure (IaaS and PaaS) offerings and strong ability to diagnose issues across distributed systems including cloud platforms, Linux/Windows OS, networking fundamentals (DNS, connectivity), identity and access management, APIs, integrations, and application services.
• Strong proficiency with ITIL Version 4 practices (Incident, Request, Problem, Change, Knowledge); familiarity with CMDB, service catalog, and major incident workflows; and organizational skills to manage multiple projects simultaneously.
• Excellent verbal/written communication skills, with ability to interact effectively with individuals at all levels, prioritize, delegate, and foster development of high‑performance teams.
• Must be authorized to work in the U.S. without the need for employer sponsorship.

KPMG LLP and its affiliates and subsidiaries (“KPMG”) comply with all local and state regulations regarding salary ranges and offer a comprehensive, competitive benefits package. This includes medical, dental, vision, disability, life insurance, 401(k) plans, and a robust suite of personal well‑being benefits. KPMG is an equal‑opportunity employer and complies with all applicable federal, state, and local laws regarding recruitment and hiring.

All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship, disability, protected veteran status, or any other category protected by applicable law.

We recruit on a rolling basis. Candidates are considered as they apply until the opportunity is filled. Applicants are encouraged to apply expeditiously if they are qualified and interested.