<p>At Cadence, we hire and develop leaders and innovators who want to make an impact on the world of technology.</p> <p>Role Summary</p> <p>The L2 GenAI Tools Support Engineer provides advanced operational, technical, and user support for enterprise GenAI productivity and "vibe coding" platforms, including Claude Code / Claude Cowork, GitHub Copilot, Cursor, and Microsoft 365 Copilot.</p> <p>This role acts as the second line of defense between L1 service desk and L3 platform/vendor teams, ensuring reliable tool availability, secure configuration, effective adoption, and fast resolution of user issues.</p> <p>The role combines hands-on troubleshooting, basic administration, security coordination, and enablement, supporting thousands of developers and knowledge workers across multiple business units.</p> <p>Key Responsibilities</p> <ol> <li>L2 Support & Troubleshooting </li></ol> <ul> <li> <p>Act as Level-2 escalation point for GenAI tool issues not resolved by L1.</p> </li><li> <p>Diagnose and resolve:</p> </li><li> <p>IDE/CLI integration issues (VS Code, JetBrains, Vim, Visual Studio)</p> </li><li> <p>Authentication, tenant, and license-related failures</p> </li><li> <p>Context/indexing, code suggestion quality, and prompt execution issues</p> </li><li> <p>Perform root-cause analysis (RCA) and document fixes and workarounds.</p> </li></ul> <ol start="2"> <li>Tool-Specific Support Scope </li></ol> <p>Claude Code / Claude Cowork</p> <ul> <li> <p>Support CLI-based and VS Code extension workflows</p> </li><li> <p>Troubleshoot:</p> </li><li> <p>Folder/project context issues</p> </li><li> <p>VM or execution environment constraints</p> </li><li> <p>Plugin permissions and callback/security limitations</p> </li><li> <p>Coordinate with Infosec and network teams for required access approvals.</p> </li></ul> <p>GitHub Copilot (Business / Enterprise)</p> <ul> <li> <p>Support Copilot in IDEs and Copilot Chat (IDE + Web)</p> </li><li> <p>Handle:</p> </li><li> <p>License assignment/removal</p> </li><li> <p>IDE connectivity and language-specific issues</p> </li><li> <p>Code suggestion acceptance and quality concerns</p> </li><li> <p>Assist in usage analysis and reporting to IT leadership.</p> </li></ul> <p>Cursor</p> <ul> <li> <p>Support Cursor IDE and CLI usage</p> </li><li> <p>Troubleshoot:</p> </li><li> <p>Codebase indexing and context refresh issues</p> </li><li> <p>IDE-specific crashes or latency</p> </li><li> <p>Assist with basic admin operations and onboarding communications.</p> </li></ul> <p>Microsoft 365 Copilot</p> <ul> <li> <p>Provide L2 support for Copilot in:</p> </li><li> <p>Outlook, Teams, Word, Excel, PowerPoint</p> </li><li> <p>Troubleshoot:</p> </li><li> <p>Permission, data-access, and context-awareness issues</p> </li><li> <p>Copilot Chat vs app-embedded Copilot behavior</p> </li><li> <p>Perform basic license administration and usage validation.</p> </li></ul> <ol start="3"> <li>Administration & Operations </li></ol> <ul> <li> <p>Perform day-to-day operational tasks:</p> </li><li> <p>License assignment/removal</p> </li><li> <p>User onboarding/offboarding</p> </li><li> <p>Access validation and entitlement checks</p> </li><li> <p>Maintain support runbooks, FAQs, and known-issues documentation</p> </li><li> <p>Track incidents, trends, and recurring issues for continuous improvement.</p> </li></ul> <ol start="4"> <li>Security, Compliance & Governance Support </li></ol> <ul> <li> <p>Ensure tool usage aligns with:</p> </li><li> <p>Enterprise data-handling policies</p> </li><li> <p>Approved network and firewall rules</p> </li><li> <p>Vendor security constraints</p> </li><li> <p>Work with Infosec, Network, and Platform teams to:</p> </li><li> <p>Validate plugin permissions</p> </li><li> <p>Support audits and access reviews</p> </li><li> <p>Escalate potential data-leak or policy-violation risks promptly.</p> </li></ul> <ol start="5"> <li>Enablement & Adoption </li></ol> <ul> <li> <p>Support tool onboarding sessions, office hours, and trainings</p> </li><li> <p>Help create and maintain:</p> </li><li> <p>Best-practice guides</p> </li><li> <p>Troubleshooting playbooks</p> </li><li> <p>Common prompt examples</p> </li><li> <p>Act as a trusted advisor to developers and power users on effective GenAI usage.</p> </li></ul> <p>Required Skills & Competencies</p> <p>Technical Skills (Must-Have)</p> <ul> <li> <p>Hands-on experience with at least one GenAI coding tool:</p> </li><li> <p>GitHub Copilot, Claude Code, or Cursor</p> </li><li> <p>Strong understanding of:</p> </li><li> <p>IDEs (VS Code, JetBrains, Visual Studio, Vim)</p> </li><li> <p>CLI-based developer workflows</p> </li><li> <p>Working knowledge of:</p> </li><li> <p>Authentication (SSO, OAuth concepts)</p> </li><li> <p>License-based SaaS platforms</p> </li><li> <p>Familiarity with enterprise IT support processes (ITIL-style L2 support)</p> </li></ul> <p>GenAI & Platform Knowledge</p> <ul> <li> <p>Understanding of:</p> </li><li> <p>Prompting concepts</p> </li><li> <p>Context/indexing limitations</p> </li><li> <p>Model-driven behavior differences</p> </li><li> <p>Awareness of agent-based workflows and GenAI productivity use cases.</p> </li></ul> <p>Microsoft 365 Skills</p> <ul> <li> <p>Working knowledge of:</p> </li><li> <p>Microsoft 365 Copilot capabilities and limitations</p> </li><li> <p>Teams, Outlook, Word, Excel Copilot scenarios</p> </li><li> <p>Basic admin familiarity with:</p> </li><li> <p>License management</p> </li><li> <p>Usage analytics and reporting.</p> </li></ul> <p>Required Education</p> <ul> <li>Bachelor's degree in Computer Science, Information Systems, Engineering, or related field. </li></ul> <p>Job Location:</p> <p>San Jose, CA (in-person/onsite position)</p> <p>We're doing work that matters. Help us solve what others can't.</p>