Dev Support Engineer - AI Tool Enablement & Support

Dev Support Engineer - AI Tool Enablement & SupportAlpharetta, GA or New York, NYInterview Mode : Client Round – In-PersonCandidates with 12-month validityMust have : (Claude Code, GitHub Copilot CLI, Cloud Agent, and Q3/Q4 tools such as Codex, Grok Critique, Gemini Code Assist) Role Summary:The team will jointly deliver 24x5 coverage across NA, EU and AP time zones, supporting onboarding of 500�1,000+ new users per week while maintaining stability, responsiveness, and developer experience. Key Responsibilities · Provide Tier 1�2 developer support for approved AI development tools (Claude Code, GitHub Copilot CLI, Cloud Agent, and Q3/Q4 tools such as Codex, Grok Critique, Gemini Code Assist). · Support large-scale user onboarding, enablement, and access provisioning across thousands of Morgan Stanley developers. · Troubleshoot tool usage issues, workflows, and integrations; reproduce and triage defects; escalate systemic issues to engineering. · Support rollout of newly onboarded tools released in Q3/Q4 following internal risk/approval gates. · Operate within and contribute to the follow-the-sun coverage model (NA / EU / AP) and documented escalation paths. · Produce operational reporting on adoption progress, common issues, ticket trends, and support SLAs. · Maintain and improve runbooks, FAQs, onboarding guides, and self-service enablement materials. Minimum Skills Required: Required Skills & Experience · Minimum 2 years hands-on experience using AI-assisted development tools (Claude Code, GitHub Copilot, Cursor, or comparable) in a professional software development environment. · Working knowledge of modern developer workflows: Git, CI/CD, IDEs (VS Code / JetBrains), terminal/shell. · Strong troubleshooting and incident-triage skills; comfortable working across operating systems (macOS, Windows, Linux). · Excellent written and verbal communication; ability to translate developer issues into clear tickets and reproducible reports. · Experience supporting a global developer population and working within a ticketing/ITSM platform (ServiceNow, Jira Service Management, or similar). · Willingness and ability to work on-site at the assigned Morgan Stanley location. Preferred / Nice-to-Have · Prior experience supporting enterprise rollouts of developer tools or IDE plugins at scale. · Exposure to LLM/GenAI concepts: prompting, context windows, tool/function calling, MCP. · Scripting ability in Python, Bash, or PowerShell for automation of support tasks. · Financial services or highly regulated industry experience. Education Bachelor's degree in Computer Science, Software Engineering, or related technical field (or equivalent professional experience).