Enterprise AI Support & Enablement Specialist

HelloFresh; Taguig; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

HelloConnect in Manila is seeking an AI support engineer to own the support queue for Claude Enterprise, Gemini, and Slack AI. You will diagnose, resolve, and document escalations, while guiding users through RFC intake and IT security coordination.

You will also assist with AI marketplace rollout, plugin troubleshooting, and contribute to the knowledge base, driving user success and adoption. The role emphasizes onboarding new users, tracking ticket trends, and collaborating with the Enablement

Qualifications

• Experience handling AI support tickets and user guidance.
• Ability to document processes and maintain a knowledge base.
• Experience onboarding new users to AI platforms.

Responsibilities

• Own the AI support queue for Claude Enterprise, Gemini, and Slack AI; triage escalations, diagnose, resolve, and document.
• Guide users through RFC intake and liaise with IT Security as needed.
• Support rollout of AI marketplace; help users discover, configure, and troubleshoot plugins and skills.
• Flag licence-efficiency issues; contribute to knowledge base with prompt-pattern guidance.
• Escalate to vendor support with clear reproduction steps and context.
• Build and maintain an internal AI support knowledge base with known issues and how-to guides.
• Assist onboarding of new Claude and Gemini users and surface ticket trends to Enablement Lead.

Skills

AI support

Ticket triage

Documentation

Onboarding

Tools

Claude Enterprise

Gemini

Slack AI

Google

Job description

At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You'll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

In this role, you will take on a key responsibility in closing that gap: resolving complex AI support tickets, guiding users through governance processes, and coaching on efficient AI use, contributing to our ongoing efforts to drive business success and enhance customer satisfaction. We're looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you'd excel in this role, we'd love to hear from you!

What you'll do

• 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.