AI Engineering Support Lead

AI Engineering Support Lead – KPMG US

Join KPMG's Digital Nexus technology organization as a Manager for AI Support Engineering. We enable clients by delivering real results and fostering an inclusive culture.

• 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 (Python, Power Shell, Bash, APIs, CI/CD jobs) to streamline diagnostics, remediation, and reporting. Continuously improve operational practices by enhancing diagnostics, self‑service capabilities, runbooks, and troubleshooting workflows based on production learnings.
• Manage, coordinate, and communicate incidents from inception to resolution, including root‑cause analysis; drive continuous improvement of monitoring services and internal processes for support request and production incident resolution.
• Apply tools and techniques to proactively search for and document potential issues in production environments and collaborate with team resources to ensure 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 incoming incidents and support requests, escalating as necessary, and ensure 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 (e.g., Service Now workflows, Power Shell, Python, AIOps) to improve MTTR and FCR.
• Demonstrable experience working with Microsoft Azure (IaaS & PaaS) and diagnosing issues across distributed systems, including cloud platforms, Linux/Windows OS, networking fundamentals, identity & access management, APIs, integrations, and application services.
• Strong proficiency with ITIL v4 practices (Incident, Request, Problem, Change, Knowledge); familiarity with CMDB, service catalog, and major‑incident workflows; and organizational skills to manage multiple projects.
• Excellent verbal and written communication, able to interact with individuals at all levels, prioritize, delegate, and develop high‑performance teams focused on customer service and teamwork.
• Must be authorized to work in the U.S. without sponsorship for any employment‑based visa.

KPMG offers a comprehensive, competitive benefits package including medical, dental, vision, disability, life insurance, 401(k), and personal wellbeing benefits. Salary ranges are based on location and role. Further information is available on our Careers site.

KPMG is an equal opportunity employer. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by applicable federal, state or local laws.