IT Support Engineer - Enterprise AI

HelloFresh
Manila
Workplace: RemoteFull timeFunction: IT Support & HelpdeskSkills: ["Communication","Problem-solving","Independent work","Documentation","Prioritization"]

Own the Enterprise AI support queue for Claude Enterprise, Gemini and Slack AI—triaging escalations from L1, diagnosing issues, resolving tickets, and documenting reproducible fixes. Serve as the first point of contact for connector and data-source approvals, support the Enterprise AI Marketplace rollout, and maintain an internal knowledge base. Partner with enablement and vendor support to improve plugin/skills quality and surface recurring trends.

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FursaFursa
HelloFresh
HelloFresh
2 days ago

IT Support Engineer - Enterprise AI

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own the Enterprise AI support queue for Claude Enterprise, Gemini and Slack AI—triaging escalations from L1, diagnosing issues, resolving tickets, and documenting reproducible fixes. Serve as the first point of contact for connector and data-source approvals, support the Enterprise AI Marketplace rollout, and maintain an internal knowledge base. Partner with enablement and vendor support to improve plugin/skills quality and surface recurring trends.
Location: Manila
Workplace: Remote
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Own the support queue for Claude Enterprise, Gemini, and Slack AI—triage escalations, diagnose, resolve, and document.
  • •Handle first-point connector and data-source approval requests via the RFC intake process and coordinate with IT Security when needed.
  • •Support rollout of the Enterprise AI Marketplace by helping users discover, configure, and troubleshoot plugins/skills as the catalog grows.
  • •Escalate complex issues to the Corporate AI Enablement Engineer or vendors (Anthropic, Google) with clear reproduction steps and context.
  • •Maintain an internal AI support knowledge base (known issues, how-to guides, prompt patterns, and connector FAQs) and support onboarding/pilot programs.

Pay and Benefits

Perks:Annual BonusHealth InsuranceHmo MedicalLife InsuranceLearning BudgetPaid Leave

Key Requirements

  • •2–4 years in IT support or a technical helpdesk role.
  • •Familiarity with at least two of Claude, Gemini, Rovo, or Slack AI at a user or support level.
  • •Comfort explaining tokens, connectors, and data policies to non-technical users.
  • •Strong ticket hygiene with clear documentation, reproducible steps, and SLA awareness.
  • •English fluency (C1 minimum, written and verbal).
Experience:AI supportEnterprise IT supportHelpdesk
Skills:CommunicationProblem-solvingIndependent workDocumentationPrioritization
Languages:English
Tech Stack:Claude EnterpriseGeminiSlack AIRovoGoogle WorkspaceJiraConfluenceAtlassian RovoLLMPrompt engineeringKnowledge baseRFC intake

Company Brief

HelloFresh
HelloFresh is a meal-kit and food subscription company that delivers fresh ingredients and recipes to consumers, offering convenient home-cooked meals through weekly subscription boxes across multiple international markets.
Industry: FoodTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn