Enterprise AI Support Engineer — Remote

HelloFresh; United States; Remote; USD 55,000 - 85,000; Full time

Benefits offered by this job

Competitive Compensation

Wellness & Perks

Growth Opportunities

Dynamic Environment

Work-Life Balance

Job summary

HelloConnect is seeking an IT support specialist to triage and resolve AI helpdesk tickets across Claude Enterprise, Gemini, and Slack AI, guiding users through governance processes and onboarding new users. You will build a knowledge base, assist with AI marketplace rollouts, and collaborate with the Enablement Lead to improve processes.

2–4 years in IT support, strong English, and familiarity with AI tools are required.

Qualifications

• 2–4 years in IT support or technical helpdesk.
• Familiar with at least two: Claude, Gemini, Rovo, or Slack AI.
• Able to explain tokens, connectors, and data policies to non-technical users.
• Strong ticket documentation and reproducible steps.

Responsibilities

• Own the support queue for Claude Enterprise and Gemini and Slack AI — triage escalations, diagnose, resolve, and document.
• First point of contact for connector and data-source approval requests — guide RFC intake and liaise with IT Security.
• Support rollout of the Enterprise AI Marketplace over the next 6–12 months — help users discover, configure, and troubleshoot plugins and skills.
• Flag licence-efficiency issues and contribute prompt-pattern guidance to the knowledge base.
• Escalate to Corporate AI Enablement Engineer or vendor support with clear steps and context.
• Build and maintain an internal AI support knowledge base: issues, how-to guides, prompt patterns, connector FAQs.
• Support onboarding of new Claude and Gemini users and participate in AI rollouts and pilots.

Skills

IT support experience

Claude familiarity

Gemini familiarity

Slack AI familiarity

Ticket hygiene

Tools

Google Workspace

Jira

Confluence

Atlassian Rovo

Job description

HelloConnect is seeking an IT support specialist to triage and resolve AI helpdesk tickets across Claude Enterprise, Gemini, and Slack AI, guiding users through governance processes and onboarding new users. You will build a knowledge base, assist with AI marketplace rollouts, and collaborate with the Enablement Lead to improve processes.

2–4 years in IT support, strong English, and familiarity with AI tools are required.