AI Implementation Support Engineer

Taulia's Commitment: Diversity, Equity, and Inclusion It is our duty to create and advance a diverse and inclusive company where all Taulians feel they are celebrated. All individuals are welcomed, free to express themselves and rewarded for showing up as authentically every day. By hiring women, people of color, individuals with disabilities, veterans, people of all sexual orientations and from underrepresented and marginalized communities, Taulia will revolutionize fintech. About the Job 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. Compensation & Pay Transparency: SAP Taulia believes that pay transparency contributes to an honest, supportive culture and is a vital part of our commitment to equity. The estimated annualized base salary range for this position is $120,000 - $160,000 USD. This range represents a good-faith estimate of the base salary at the time of posting. Actual compensation will be determined by a variety of factors, including (but not limited to) the candidate's specific skills, depth of experience, qualifications, and geographic location. AI Responsibilities As the AI Implementation Support Engineer, you will be responsible for: Collaboration with AI Center of Excellence (CoE): • CoE Partnership: 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. • Technical Feasibility: Assist the CoE during opportunity audits and requirements gathering by providing technical feasibility assessments for proposed AI use cases. • Feedback Loop: 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. • Data Quality Liaison: 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: • Policy Enforcement: 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 (Restricted, Sensitive, vs. Unrestricted data). • Connection Governance: Manage the intake and initial review of AI Agent (e.g. MCP) connection requests, ensuring that business justifications and data classifications are documented before escalating to the Security team for final approval. • Access Control: Manage user provisioning and access rights for the "Approved AI Tool List," strictly to the Principle of Least Privilege to prevent unauthorized data exposure. • Responsible AI Advocacy: 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 (e.g., integrating an AI-powered document analysis tool to automate contract review in legal, or a generative AI assistant for content creation in marketing). • 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, specifically those 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: • Feature Release Management: Track, test, and plan the rollout of new features from AI vendors (e.g., Glean, approved LLMs), 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 IT Operations & Support • Monitor and resolve tickets in the IT Service Desk (Jira) queue within defined SLAs, ensuring timely support for internal employees. • Hardware & Software Troubleshooting: Provide Tier 1 and Tier 2 support for company-issued hardware (macOS and Windows laptops), peripherals,