AI Support Engineer for Enterprise AI & Onboarding

HelloConnect; Manila; On-site; PHP 279,000 - 558,000; Full time

Benefits offered by this job

Long Service Benefits

Mental health support

HMO medical coverage

Annual learning & development budget

Job summary

HelloConnect in Manila (Inoza tower, BGC) invites applications for an IT support role focused on AI platforms. You will triage, diagnose, and document complex AI tickets, guiding users through governance and onboarding to Claude, Gemini, and Slack AI.

The role requires 2–4 years in IT support, strong ticket hygiene, and clear communication with non-technical users. APAC hours with European overlap are expected; join a fast-growing global BPO with diverse colleagues.

Qualifications

• 2–4 years in IT support or a technical helpdesk role.
• Familiarity with Claude, Gemini, Rovo, or Slack AI at a user or support level.
• Able to explain tokens, connectors, and data policies to non-technical users.
• Strong ticket hygiene: clear documentation, reproducible steps, SLA awareness.
• Able to work independently, prioritize, and know when to escalate.

Responsibilities

• Own the support queue for Claude Enterprise and Gemini and Slack AI — triage escalations from L1, diagnose, resolve, and document.
• First point of contact for connector and data-source approval requests — guide users through the RFC intake process, liaise with IT Security where needed.
• Support the rollout of the Enterprise AI Marketplace as it stands up over the next 6–12 months — help users discover, configure, and troubleshoot plugins and skills as the catalogue grows; flag recurring issues to the Enablement Lead.
• Flag licence-efficiency issues to the Enablement Lead and contribute prompt-pattern guidance to the knowledge base.
• Escalate to the Corporate AI Enablement Engineer or directly to vendor support (Anthropic, Google) with clear reproduction steps and context
• Build and maintain an internal AI support knowledge base: 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 programmes; surface ticket trends to the Enablement Lead.

Skills

Technical support

English fluency

Problem solving

Ticket hygiene

Tools

Claude

Gemini

Rovo

Slack AI

Google Workspace

Jira

Confluence

Job description

HelloConnect in Manila (Inoza tower, BGC) invites applications for an IT support role focused on AI platforms. You will triage, diagnose, and document complex AI tickets, guiding users through governance and onboarding to Claude, Gemini, and Slack AI.

The role requires 2–4 years in IT support, strong ticket hygiene, and clear communication with non-technical users. APAC hours with European overlap are expected; join a fast-growing global BPO with diverse colleagues.