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IT Support Engineer - Enterprise AI

2 weeks, 6 days ago
Philippines
Full-time
Junior
Technical Support Engineer
Artificial Intelligence and Machine Learning
Confluence JIRA
Apply Now
HelloFresh

HelloFresh

HelloFresh is a leading recipe kit delivery service that provides farm-fresh ingredients and chef-designed recipes for convenient and affordable meals, revolutionizing the way people eat.

Hotels, Restaurants & Leisure
10K-50K
Founded 2012
$276M raised
View All Jobs 8

Description

  • Own and manage the support queue for Claude Enterprise, Gemini, and Slack AI, including triaging L1 escalations, diagnosing issues, resolving tickets, and documenting outcomes.
  • Serve as the first point of contact for connector and data-source approval requests and guide users through the RFC intake process.
  • Liaise with IT Security as needed for approval workflows and governance-related questions.
  • Support the rollout of the Enterprise AI Marketplace by helping users discover, configure, and troubleshoot plugins and skills.
  • Flag recurring issues and license-efficiency concerns to the Enablement Lead.
  • Escalate complex issues to the Corporate AI Enablement Engineer or vendor support with clear reproduction steps and context.
  • Build and maintain an internal AI support knowledge base with known issues, how-to guides, prompt patterns, and connector FAQs.
  • Support onboarding of new Claude and Gemini users and participate in AI rollouts and pilot programs.
  • Surface ticket trends and patterns to the Enablement Lead.

Requirements

  • 2–4 years of experience in IT support or a technical helpdesk role.
  • Working familiarity with at least two of Claude, Gemini, Rovo, or Slack AI at a user or support level.
  • Hands-on experience with Claude, Gemini, or similar LLM platforms.
  • Ability to explain tokens, connectors, and data policies to non-technical users.
  • Strong ticket hygiene, including clear documentation, reproducible steps, and SLA awareness.
  • Ability to work independently, prioritize tasks, and know when to escalate.
  • English fluency at C1 minimum, written and verbal.
  • Core working hours that cover APAC business hours with a structured overlap into Central European Time; US overlap may be required during major rollouts or incidents.
  • Familiarity with Google Workspace, Jira, Confluence, or Atlassian Rovo.
  • Exposure to prompt engineering or AI output evaluation at a practitioner level.
  • Understanding of GDPR basics and enterprise data handling in AI contexts.
  • Experience in a fast-growing environment where processes are still forming.

Benefits

  • Competitive compensation with a long service anniversary bonus.
  • Mental health support, HMO medical coverage, generous leave benefits, and life insurance.
  • Annual learning and development budget plus access to the 360 Learning platform.
  • Remote work environment (#LI-Remote).
  • Supportive work-life balance and personal time focus.
  • Opportunity to work in a rapidly growing global BPO with diverse, cross-continental teams.

Interested in this position?

Apply directly on the company website

Apply Now

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