GenAI Tools Support Engineer
Cadence Design Systems, San Jose, CA, United States
At Cadence, we hire and develop leaders and innovators who want to make an impact on the world of technology.
Role Summary
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.
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.
The role combines hands-on troubleshooting, basic administration, security coordination, and enablement, supporting thousands of developers and knowledge workers across multiple business units.
Key Responsibilities
L2 Support & Troubleshooting
Act as Level-2 escalation point for GenAI tool issues not resolved by L1.
Diagnose and resolve:
IDE/CLI integration issues (VS Code, JetBrains, Vim, Visual Studio)
Authentication, tenant, and license-related failures
Context/indexing, code suggestion quality, and prompt execution issues
Perform root-cause analysis (RCA) and document fixes and workarounds.
Tool-Specific Support Scope
Claude Code / Claude Cowork
Support CLI-based and VS Code extension workflows
Troubleshoot:
Folder/project context issues
VM or execution environment constraints
Plugin permissions and callback/security limitations
Coordinate with Infosec and network teams for required access approvals.
GitHub Copilot (Business / Enterprise)
Support Copilot in IDEs and Copilot Chat (IDE + Web)
Handle:
License assignment/removal
IDE connectivity and language-specific issues
Code suggestion acceptance and quality concerns
Assist in usage analysis and reporting to IT leadership.
Cursor
Support Cursor IDE and CLI usage
Troubleshoot:
Codebase indexing and context refresh issues
IDE-specific crashes or latency
Assist with basic admin operations and onboarding communications.
Microsoft 365 Copilot
Provide L2 support for Copilot in:
Outlook, Teams, Word, Excel, PowerPoint
Troubleshoot:
Permission, data-access, and context-awareness issues
Copilot Chat vs app-embedded Copilot behavior
Perform basic license administration and usage validation.
Administration & Operations
Perform day-to-day operational tasks:
License assignment/removal
User onboarding/offboarding
Access validation and entitlement checks
Maintain support runbooks, FAQs, and known-issues documentation
Track incidents, trends, and recurring issues for continuous improvement.
Security, Compliance & Governance Support
Ensure tool usage aligns with:
Enterprise data-handling policies
Approved network and firewall rules
Vendor security constraints
Work with Infosec, Network, and Platform teams to:
Validate plugin permissions
Support audits and access reviews
Escalate potential data-leak or policy-violation risks promptly.
Enablement & Adoption
Support tool onboarding sessions, office hours, and trainings
Help create and maintain:
Best-practice guides
Troubleshooting playbooks
Common prompt examples
Act as a trusted advisor to developers and power users on effective GenAI usage.
Required Skills & Competencies
Technical Skills (Must-Have)
Hands-on experience with at least one GenAI coding tool:
GitHub Copilot, Claude Code, or Cursor
Strong understanding of:
IDEs (VS Code, JetBrains, Visual Studio, Vim)
CLI-based developer workflows
Working knowledge of:
Authentication (SSO, OAuth concepts)
License-based SaaS platforms
Familiarity with enterprise IT support processes (ITIL-style L2 support)
GenAI & Platform Knowledge
Understanding of:
Prompting concepts
Context/indexing limitations
Model-driven behavior differences
Awareness of agent-based workflows and GenAI productivity use cases.
Microsoft 365 Skills
Working knowledge of:
Microsoft 365 Copilot capabilities and limitations
Teams, Outlook, Word, Excel Copilot scenarios
Basic admin familiarity with:
License management
Usage analytics and reporting.
Required Education
Bachelor's degree in Computer Science, Information Systems, Engineering, or related field.
Job Location:
San Jose, CA (in-person/onsite position)
The hourly range for California is $39.71 to $73.75 per hour. You may also be eligible to receive incentive compensation: bonus, equity, and benefits. Please note that the hourly range is a guideline and compensation may vary based on factors such as qualifications, skill level, competencies and work location. Our benefits programs include: paid vacation and paid holidays, 401(k) plan with employer match, employee stock purchase plan, a variety of medical, dental and vision plan options, and more.
We're doing work that matters. Help us solve what others can't.
Additional Jobs (https://cadence.wd1.myworkdayjobs.com/addl_jobs)
Equal Employment Opportunity Policy:
Cadence is committed to equal employment opportunity throughout all levels of the organization.
Read the policy(opens in a new tab) (https://www.cadence.com/content/dam/cadence-www/global/en_US/documents/company/careers/equal-employment-opportunity-policy.pdf)
We welcome your interest in the company and want to make sure our job site is accessible to all. If you experience difficulty using this site or to request a reasonable accommodation, please contact staffing@cadence.com.
Privacy Policy:
Job Applicant If you are a job seeker creating a profile using our careers website, please see the privacy policy(opens in a new tab) (https://www.cadence.com/en_US/home/privacy/privacy-policy.html) .
E-Verify Cadence participates in the
E-Verify program in certain U.S. locations as required by law. Download More Information on E-Verify (64K) (https://www.cadence.com/content/dam/cadence-www/global/en_US/documents/company/careers/e-verify-participation-poster.pdf)
Cadence plays a critical role in creating the technologies that modern life depends on. We are a global electronic design automation company, providing software, hardware, and intellectual property to design advanced semiconductor chips that enable our customers create revolutionary products and experiences.
Thanks to the outstanding caliber of the Cadence team and the empowering culture that we have cultivated for over 25 years, Cadence continues to be recognized by Fortune Magazine as one of the 100 Best Companies to Work For. ? Our shared passion for solving the world's toughest technical challenges, our dedication to pushing the limits of the industry, and our drive to do meaningful work differentiates the people of Cadence.
Cadence is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, basis of disability, or any other protected class.
Cadence is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, basis of disability, or any other protected class.
Role Summary
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.
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.
The role combines hands-on troubleshooting, basic administration, security coordination, and enablement, supporting thousands of developers and knowledge workers across multiple business units.
Key Responsibilities
L2 Support & Troubleshooting
Act as Level-2 escalation point for GenAI tool issues not resolved by L1.
Diagnose and resolve:
IDE/CLI integration issues (VS Code, JetBrains, Vim, Visual Studio)
Authentication, tenant, and license-related failures
Context/indexing, code suggestion quality, and prompt execution issues
Perform root-cause analysis (RCA) and document fixes and workarounds.
Tool-Specific Support Scope
Claude Code / Claude Cowork
Support CLI-based and VS Code extension workflows
Troubleshoot:
Folder/project context issues
VM or execution environment constraints
Plugin permissions and callback/security limitations
Coordinate with Infosec and network teams for required access approvals.
GitHub Copilot (Business / Enterprise)
Support Copilot in IDEs and Copilot Chat (IDE + Web)
Handle:
License assignment/removal
IDE connectivity and language-specific issues
Code suggestion acceptance and quality concerns
Assist in usage analysis and reporting to IT leadership.
Cursor
Support Cursor IDE and CLI usage
Troubleshoot:
Codebase indexing and context refresh issues
IDE-specific crashes or latency
Assist with basic admin operations and onboarding communications.
Microsoft 365 Copilot
Provide L2 support for Copilot in:
Outlook, Teams, Word, Excel, PowerPoint
Troubleshoot:
Permission, data-access, and context-awareness issues
Copilot Chat vs app-embedded Copilot behavior
Perform basic license administration and usage validation.
Administration & Operations
Perform day-to-day operational tasks:
License assignment/removal
User onboarding/offboarding
Access validation and entitlement checks
Maintain support runbooks, FAQs, and known-issues documentation
Track incidents, trends, and recurring issues for continuous improvement.
Security, Compliance & Governance Support
Ensure tool usage aligns with:
Enterprise data-handling policies
Approved network and firewall rules
Vendor security constraints
Work with Infosec, Network, and Platform teams to:
Validate plugin permissions
Support audits and access reviews
Escalate potential data-leak or policy-violation risks promptly.
Enablement & Adoption
Support tool onboarding sessions, office hours, and trainings
Help create and maintain:
Best-practice guides
Troubleshooting playbooks
Common prompt examples
Act as a trusted advisor to developers and power users on effective GenAI usage.
Required Skills & Competencies
Technical Skills (Must-Have)
Hands-on experience with at least one GenAI coding tool:
GitHub Copilot, Claude Code, or Cursor
Strong understanding of:
IDEs (VS Code, JetBrains, Visual Studio, Vim)
CLI-based developer workflows
Working knowledge of:
Authentication (SSO, OAuth concepts)
License-based SaaS platforms
Familiarity with enterprise IT support processes (ITIL-style L2 support)
GenAI & Platform Knowledge
Understanding of:
Prompting concepts
Context/indexing limitations
Model-driven behavior differences
Awareness of agent-based workflows and GenAI productivity use cases.
Microsoft 365 Skills
Working knowledge of:
Microsoft 365 Copilot capabilities and limitations
Teams, Outlook, Word, Excel Copilot scenarios
Basic admin familiarity with:
License management
Usage analytics and reporting.
Required Education
Bachelor's degree in Computer Science, Information Systems, Engineering, or related field.
Job Location:
San Jose, CA (in-person/onsite position)
The hourly range for California is $39.71 to $73.75 per hour. You may also be eligible to receive incentive compensation: bonus, equity, and benefits. Please note that the hourly range is a guideline and compensation may vary based on factors such as qualifications, skill level, competencies and work location. Our benefits programs include: paid vacation and paid holidays, 401(k) plan with employer match, employee stock purchase plan, a variety of medical, dental and vision plan options, and more.
We're doing work that matters. Help us solve what others can't.
Additional Jobs (https://cadence.wd1.myworkdayjobs.com/addl_jobs)
Equal Employment Opportunity Policy:
Cadence is committed to equal employment opportunity throughout all levels of the organization.
Read the policy(opens in a new tab) (https://www.cadence.com/content/dam/cadence-www/global/en_US/documents/company/careers/equal-employment-opportunity-policy.pdf)
We welcome your interest in the company and want to make sure our job site is accessible to all. If you experience difficulty using this site or to request a reasonable accommodation, please contact staffing@cadence.com.
Privacy Policy:
Job Applicant If you are a job seeker creating a profile using our careers website, please see the privacy policy(opens in a new tab) (https://www.cadence.com/en_US/home/privacy/privacy-policy.html) .
E-Verify Cadence participates in the
E-Verify program in certain U.S. locations as required by law. Download More Information on E-Verify (64K) (https://www.cadence.com/content/dam/cadence-www/global/en_US/documents/company/careers/e-verify-participation-poster.pdf)
Cadence plays a critical role in creating the technologies that modern life depends on. We are a global electronic design automation company, providing software, hardware, and intellectual property to design advanced semiconductor chips that enable our customers create revolutionary products and experiences.
Thanks to the outstanding caliber of the Cadence team and the empowering culture that we have cultivated for over 25 years, Cadence continues to be recognized by Fortune Magazine as one of the 100 Best Companies to Work For. ? Our shared passion for solving the world's toughest technical challenges, our dedication to pushing the limits of the industry, and our drive to do meaningful work differentiates the people of Cadence.
Cadence is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, basis of disability, or any other protected class.
Cadence is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, basis of disability, or any other protected class.