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IT Support Engineer

2 weeks, 3 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 52

Description

  • Own the support queue for Claude Enterprise, Gemini, and Slack AI by triaging 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 when connector or data-source approvals require additional review.
  • Support the rollout of the Enterprise AI Marketplace over the next 6–12 months by helping users discover, configure, and troubleshoot plugins and skills.
  • Flag recurring issues and licence-efficiency problems to the Enablement Lead.
  • Escalate complex cases to the Corporate AI Enablement Engineer or directly to vendor support with clear reproduction steps and context.
  • Build and maintain an internal AI support knowledge base covering known issues, how-to guides, prompt patterns, and connector FAQs.
  • Support onboarding for new Claude and Gemini users and participate in AI rollouts and pilot programmes.
  • Surface ticket trends and user issues to the Enablement Lead.
  • Contribute prompt-pattern guidance and support efficient AI usage across the organization.

Requirements

  • 2–4 years of experience in IT support or a technical helpdesk role.
  • Working familiarity with at least two of the following: Claude, Gemini, Rovo, or Slack AI.
  • 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 work, and know when to escalate.
  • English fluency at C1 level or above, in both written and verbal communication.
  • Core working hours must cover APAC business hours with structured overlap into Central European Time.
  • 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 working 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, and life insurance for you and your family.
  • Generous leave benefits.
  • Annual learning and development budget.
  • Access to the 360 Learning platform.
  • A dynamic, globally distributed work environment.
  • Supportive work-life balance and personal time prioritization.

Interested in this position?

Apply directly on the company website

Apply Now

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