AI Engineering Support Lead
KPMG Deutschland
Software Engineering, Data Science, Customer Service
Bentonville, AR, USA
Posted on Dec 19, 2025
Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today's most important industries. Our growth is driven by delivering real results for our clients. It's also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. With qualities like those, it's no wonder we're consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Seramount, Fair360 and others. If you're as passionate about your future as we are, join our team.
KPMG is currently seeking a Manager, AI Support Engineering to joinour Digital Nexus technology organization.
Responsibilities:
- Serve as the hands-on technical leader for complex, high-impact customer, and production issues, performing deep root-cause analysis across distributed systems, cloud infrastructure, networks, APIs, and application layers. Debug issues using logs, metrics, traces, and live system inspection.
- Partner directly with highly technical customers, speaking their language and earning credibility through technical depth.
- Identify repetitive, manual, or error-prone support tasks and design automation to eliminate them. Build scripts, tools, and workflows (e.g., Python, PowerShell, Bash, APIs, CI/CD jobs) to streamline diagnostics, remediation, and reporting. Continuously improve operational practices by enhancing diagnostics, self-service capabilities, runbooks, and troubleshooting workflows based on real production learnings.
- Manage, coordinate, and communicate on incidents from inception to resolution including root cause analysis; drive continuous improvement to monitoring services and internal processes for resolution of support requests and production incidents
- Apply tools and techniques to proactively search for and document potential issues in production environments and work with other team resources to ensure the highest possible quality of service.
- Manage and coordinate Major Incidents to resolution; deliver Root Cause Analysis reporting and trending; provide guidance to support staff; use standard runbooks to mitigate or resolve incoming incident and support requests, escalating to appropriate teams as necessary and ensure all support documentation and knowledge bases remain accurate and up to date.
Qualifications:
- Minimum five years of recent experience supporting critical infrastructure systems and/or managing a network.
- Bachelor's degree from an accredited college/university or equivalent work experience.
- Proven track record implementing automation and self-service (such as ServiceNow workflows, scripting such as PowerShell or Python, AIOps) to improve Mean Time To Resolution (MTTR) and First Contact Resolution (FCR).
- Proven demonstrable experience working with Microsoft Azure (IaaS and PaaS) offerings and strong ability to diagnose issues across distributed systems, including cloud platforms, Linux/Windows OS, networking fundamentals (DNS, connectivity), identity and access management, APIs, integrations, and application services.
- Strong proficiency with ITIL Version 4 (ITIL v4) practices, (Incident, Request, Problem, Change, Knowledge); familiarity with the Configuration Management Database (CMDB), service catalog, and major incident workflows; and organizational skills and ability to work on multiple projects simultaneously.
- Excellent verbal/written communication, with ability to effectively interact with individuals at all levels of responsibility and authority; able to prioritize, delegate and foster the development of high-performance teams to lead/support an environment driven by customer service and teamwork.
- Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. KPMG LLP will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa)
KPMG LLP and its affiliates and subsidiaries (“KPMG”) complies with all local/state regulations regarding displaying salary ranges. If required, the ranges displayed below or via the URL below are specifically for those potential hires who will work in the location(s) listed. Any offered salary is determined based on relevant factors such as applicant's skills, job responsibilities, prior relevant experience, certain degrees and certifications and market considerations. In addition, KPMG is proud to offer a comprehensive, competitive benefits package, with options designed to help you make the best decisions for yourself, your family, and your lifestyle. Available benefits are based on eligibility. Our Total Rewards package includes a variety of medical and dental plans, vision coverage, disability and life insurance, 401(k) plans, and a robust suite of personal well-being benefits to support your mental health. Depending on job classification, standard work hours, and years of service, KPMG provides Personal Time Off per fiscal year. Additionally, each year KPMG publishes a calendar of holidays to be observed during the year and provides eligible employees two breaks each year where employees will not be required to use Personal Time Off; one is at year end and the other is around the July 4th holiday. Additional details about our benefits can be found towards the bottom of our KPMG US Careers site at Benefits & How We Work.
Follow this link to obtain salary ranges by city outside of CA:
https://kpmg.com/us/en/how-we-work/pay-transparency.html/?id=6709_9_25
KPMG offers a comprehensive compensation and benefits package. KPMG is an equal opportunity employer. KPMG complies with all applicable federal, state and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by applicable federal, state or local laws. The attached link contains further information regarding KPMG's compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please.
KPMG recruits on a rolling basis. Candidates are considered as they apply, until the opportunity is filled. Candidates are encouraged to apply expeditiously to any role(s) for which they are qualified that is also of interest to them.
Los Angeles County applicants: Material job duties for this position are listed above. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, and safeguard business operations and company reputation. Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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