IT Support Engineer - Enterprise AI

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

The Role

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.

What You’ll Bring

• 2–4 years 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.
• Comfortable explaining tokens, connectors, and data policies to non-technical users.
• Strong ticket hygiene: clear documentation, reproducible steps, SLA awareness.
• Able to work independently, prioritise, and know when to escape.
• English fluency — C1 minimum (written and verbal).
• Core working hours cover APAC business hours with a structured overlap window into Central European Time to support EU-based users. Overlap with US time zones is not required by default but may apply during major rollouts or incident escalations.
• Hands‑on experience with Claude, Gemini, or similar LLM platforms.
• 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.

What We Offer

• Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication
• Wellness & Perks: We prioritize your well‑being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind
• Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform
• Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures
• Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well‑being and personal time

Are you up for the challenge?