AI Specialist

Darwin AI; Buenos Aires; Híbrido; ARS 900.000 - 1.300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Language Classes

OpenAI/Gemini Premium License

25 days PTO

Hybrid Work Model

Descripción de la vacante

Darwin AI is seeking an AI Special Forces Specialist to be the first line of support for clients using our AI agents and external integrations. You will troubleshoot AI behavior, configure settings, and resolve API-related issues while collaborating with CS, Onboarding, Product, and Engineering to maintain high client satisfaction.

You will respond quickly via WhatsApp, email, and Slack, monitor alerts, and document all activity with logs.

Formación

• Experience in SaaS or tech customer/support roles.
• Strong troubleshooting and issue-resolution skills.
• Familiarity with AI behavior, JSON structures, and state machines.
• Experience with AI configuration, WhatsApp, APIs, and third-party integrations.
• Knowledge of process automation; Zapier is a plus.
• Programming knowledge in Python is a plus.
• Ability to explain technical concepts clearly to technical and non-technical audiences.
• Highly organized with the ability to manage multiple support cases.
• Strong written and verbal communication skills.
• Customer-first mindset; helping clients succeed.
• Team player with adaptability in fast-paced environments.
• Passion for technology, AI, and continual learning.

Responsabilidades

• Respond to customer inquiries via WhatsApp, email, and Slack, ensuring fast responses and high customer satisfaction.
• Troubleshoot and resolve technical problems, especially related to AI behavior, configuration, and API integrations.
• Monitor and act on alerts from internal tools and customer feedback in the Darwin platform.
• Work with Product and Engineering to escalate and improve solutions.
• Document support activity with logs of issues and resolutions.
• Identify recurring issues and contribute to internal docs and FAQs.
• Collaborate with Customer Success and Onboarding to ensure seamless experience.
• Audit AI conversations to detect bugs or improvement opportunities.
• Ensure critical feedback/issues are resolved within the SLA.

Conocimientos

Customer support

Technical support

Helpdesk

Troubleshooting

AI knowledge

JSON structures

APIs

Zapier

Python

Communication

Organized

Team player

Adaptability

Learning mindset

Herramientas

Slack

WhatsApp

APIs

Zapier

OpenAI API

Gemini

Descripción del empleo

We are looking for a highly motivated individual to join our AI Special Forces team. A person who is passionate about delivering fast, effective, and high-quality support to clients, and is driven by the potential of technology and AI. This role is perfect for someone who loves solving problems, is highly organized, and has a strong interest in technology and AI.

As an AI Special Forces Specialist, you will play a critical role, acting as the first line of defense when clients encounter issues with their AI agents or need to integrate them with external systems. You’ll work directly with customers to resolve questions, troubleshoot technical problems, and collaborate with internal teams (CS, Onboarding, Product, and Engineering) to ensure issues are resolved promptly and thoroughly. Your work is key to maintaining strong client relationships and ensuring satisfaction with the Darwin AI experience

In this role, you will:

• Respond to customer inquiries via WhatsApp, email, and Slack, ensuring fast responses and high customer satisfaction.
• Troubleshoot and resolve technical problems, especially those related to AI behavior, configuration, and API integrations
• Monitor and act on alerts from internal tools like Slack channels and customer feedback submitted in the Darwin platform
• Work closely with Product and Engineering teams, escalating complex issues and contributing to product improvements.
• Document support activity in the appropriate platform, maintaining accurate logs of issues and resolutions.
• Identify recurring issues and contribute to internal documentation and FAQs.
• Collaborate with the Customer Success and Onboarding teams to ensure a seamless customer experience.
• Audit AI conversations to detect bugs or opportunities for improvement.
• Ensure that all critical feedback and issues are resolved within the SLA.
  

Requirements

• Experience in Customer Support, Technical Support, or Helpdesk roles, ideally in SaaS or tech environments.
• Strong troubleshooting skills and ability to resolve issues efficiently.
• Familiarity with AI behavior, JSON structures, and state machines (training provided).
• Experience with AI configuration, WhatsApp, APIs, and third-party integrations.
• Knowledge of process automation; experience with Zapier is a plus.
• Programming knowledge, especially in Python, is a plus.
• Ability to explain technical concepts clearly to both technical and non-technical audiences
• Highly organized, with the ability to manage multiple support cases at once.
• Strong written and verbal communication skills.
• A customer-first mindset with a genuine desire to help clients succeed.
• A team player with adaptability in fast-paced environments.
• Passion for technology, AI, and continuous learning.

Benefits

• Language Classes: Access to language classes (English, Portuguese, Spanish) to enhance communication skills.
• OpenAI or Gemini Premium License: Complimentary access to an OpenAI premium license for personal or professional use.
• Paid Time Off: Enjoy 25 days/year of paid vacations and holidays to recharge and maintain a healthy work-life balance.
• Hybrid Work: We meet 2 days/week in our offices, the rest of the time you can work remotely from wherever you like!