Application Support Engineer

Support Engineer

The Support Engineer supports our internal employees at Cox Automotive. As 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.

Technology We Use:

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

Your Role:

• 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.

Qualifications:

Required:

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

What We Look For:

• 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

Job Requirements:

Top 5 Must Haves: Communication, Organization, Problem Solving, Experience with AWS, and ability to multitask.

Potential to extend: Yes

Potential to convert to FTE: Not at this time.

No on H1b's.

Role: Hybrid (Atlanta preferred where engineering team will be)

Workdays: Monday - Friday (preferably core hours)

Travel : No