IT Support Engineer - Enterprise AI
RemotePhilippines
Job Summary
Triage escalations for Claude Enterprise, Gemini, and Slack AI tickets, diagnosing and resolving issues while documenting clear reproduction steps. Guide users through connector and data-source approval requests, liaising with IT Security as needed. Support the rollout of the Enterprise AI Marketplace by helping users configure plugins and flagging recurring issues to the Enablement Lead. Build and maintain an internal knowledge base covering known issues, how-to guides, and prompt patterns. Escalate licence-efficiency matters and vendor tickets with context to the Corporate AI Enablement Engineer or directly to Anthropic and Google support. Core working hours cover APAC business hours with a structured overlap into Central European Time. Competitive compensation includes Long Service Benefits, alongside wellness perks like mental health support and HMO coverage.
Required Qualifications
- 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 escalate
- 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
- 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
Desired Qualifications
- Overlap with US time zones is not required by default but may apply during major rollouts or incident escalations
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