IT Support Engineer - Enterprise AI

About the role

As an IT Support Engineer focusing on Enterprise AI at HelloConnect, you will join a collaborative team located in the Inoza Tower, Bonifacio Global City. You will be responsible for delivering high‑quality support for AI platforms, guiding users through governance processes, and helping the organization adopt AI responsibly.

Key responsibilities

• Own the support queue for Claude Enterprise, Gemini, and Slack AI – triage escalations, diagnose issues, resolve tickets and document solutions.
• Serve as the first point of contact for connector and data‑source approval requests, guiding users through the RFC intake process and coordinating with IT Security.
• Assist the rollout of the Enterprise AI Marketplace, helping users discover, configure and troubleshoot plugins, and flag recurring issues to the Enablement Lead.
• Escalate complex problems to the Corporate AI Enablement Engineer or vendor support (Anthropic, Google) with clear reproduction steps.
• Build and maintain an internal AI support knowledge base covering known issues, how‑to guides, prompt patterns and connector FAQs.
• Support onboarding of new Claude and Gemini users, participate in AI pilots and surface ticket trends for continuous improvement.

Required profile

• 2–4 years of experience in IT support or a technical help‑desk role.
• Hands‑on familiarity with at least two AI platforms such as Claude, Gemini, Rovo or Slack AI.
• Strong ticket hygiene, clear documentation and SLA awareness.
• Ability to work independently, prioritize tasks and know when to escalate.
• English fluency at C1 level (written and verbal).
• Availability to cover APAC business hours with overlap into CET.

Required skills

• Claude
• Gemini
• Rovo
• Slack AI
• Google Workspace
• Jira
• Confluence
• Atlassian Rovo
• Prompt engineering
• AI output evaluation
• Basic GDPR knowledge