[Hiring] AI Implementation Support Engineer @SAP Taulia

Role Description

We are seeking a highly capable AI Implementation Support Engineer to join our IT Department. This critical role will be instrumental in empowering our employees and teams to effectively integrate Artificial Intelligence into their daily work processes and workflows. The AI Implementation Support Engineer will serve as the primary AI technical implementation and support expert.

When not engaged in primary AI support duties, you will dedicate your available time to serving as a supplemental member of the Corporate IT Support team, assisting end-users with the support queue and general IT operations.

AI Responsibilities

• Collaboration with AI Center of Excellence (CoE):
  • Partner closely with the AI CoE leadership, Program Managers, and Solutions Architects to ensure the smooth rollout and support of new AI agents and complex workflows.
  • Assist the CoE during opportunity audits and requirements gathering by providing technical feasibility assessments for proposed AI use cases.
  • Act as the primary bridge between end-users and the CoE, synthesizing support ticket data, user issues, and feature requests to inform the CoE's roadmap and prioritization.
  • Collaborate with the AI Data Engineer to identify, report, and troubleshoot data access or quality issues that impact the performance of AI tools and agents.
• AI Security & Governance Support:
  • Serve as the primary operational check for the Employee AI Technology Use and Data Sharing Policy, ensuring employees understand the distinction between "Approved" and "Public" AI tools and the associated data handling rules.
  • Manage the intake and initial review of AI Agent connection requests, ensuring that business justifications and data classifications are documented before escalating to the Security team for final approval.
  • Manage user provisioning and access rights for the "Approved AI Tool List," strictly adhering to the Principle of Least Privilege to prevent unauthorized data exposure.
  • Embed governance principles into all support interactions, reinforcing the mandatory "Human Review" requirement for AI-generated content and flagging high-risk use cases to the CoE.
• AI Tool Implementation & Support:
  • Facilitating the successful implementation and adoption of approved AI tools within daily work processes and workflows.
  • Acting as the primary support for AI-related questions and technical issues, troubleshooting, and resolving advanced challenges.
• Platform Expertise & Research:
  • Maintaining up-to-date knowledge of all approved AI tools and platforms relevant to Taulia and SAP environments.
  • Conducting ongoing research into new and emerging AI technologies and tools, assessing their potential value and compatibility for organizational use.
• Training & Enablement:
  • Track, test, and plan the rollout of new features from AI vendors, ensuring the organization is prepared for updates.
  • Creating documentation and best practices guides to facilitate self-service AI adoption.
  • Developing and delivering comprehensive training programs and workshops to educate employees on the effective and responsible use of AI tools.

IT Responsibilities

• Monitor and resolve tickets in the IT Service Desk (Jira) queue within defined SLAs, ensuring timely support for internal employees.
• Provide Tier 1 and Tier 2 support for company-issued hardware and core software applications.
• Assist with user lifecycle management, including onboarding new hires and managing access to systems.
• Troubleshoot basic network connectivity issues and assist with general system administration tasks as needed.

Qualifications

• Proven experience (5+ years) in IT, software development, or a technical consulting role, with a strong focus on Generative AI, LLMs, and Agentic Workflows.
• Demonstrated ability to act as a "Solutions Consultant" for internal teams.
• Experience with IT service management (ITSM) tools and a strong understanding of IT support processes.
• Familiarity with enterprise data privacy standards and experience working within defined security policies.
• Solid hands-on experience troubleshooting macOS and Windows environments, SaaS applications, and basic networking concepts.
• Hands-on experience with AI tools and platforms relevant to enterprise systems.
• Experience in project management or leading technical initiatives is a plus.

Skills

• Strong understanding of AI/ML concepts and practical applications.
• Strong analytical and problem-solving skills.
• Excellent communication, interpersonal, and presentation skills.
• Demonstrated experience in business analysis, including requirements elicitation and stakeholder management.
• Ability to work independently and collaboratively in a fast-paced, evolving environment.

Benefits

• Remote-friendly environment
• Flexible work schedule
• Comprehensive Insurance Coverage (Medical, Dental, Vision, Life)
• Comprehensive PTO Structure (PTO, Sick Leave, Bereavement)
• Global Parental Leave
• 401k with match
• Company-issued equipment (laptop, monitor, etc.)
• Career Development / Pathing
• EAP Program / Mental Health Advocacy
• Supportive Work Culture