Support Executive

Darwin Ai; São Paulo; Hybrid; BRL 60,000 - 90,000; Full time

Benefits offered by this job

Language classes

OpenAI license

Paid time off

Soft hybrid work

Job summary

Winclap is seeking a Support Executive to join our Operations team, focusing on delivering exceptional service while embracing AI technology. This role blends technical problem solving with client-facing strategy.

You will configure AI assistants, troubleshoot API integrations, and maintain proactive communication across channels, helping customers realize value from Darwin AI from day one.

Qualifications

• Bachelor's degree in Engineering, Computer Science, IT or related field.
• 1–3 years in technical support, onboarding, or implementation.
• Experience with SaaS, AI/ML, or enterprise integrations.
• Experience with ticketing systems (Zendesk, Jira, Freshdesk) and CRM tools.
• Strong problem-solving and ability to debug technical issues.
• Ability to read/write basic scripts (Python/JavaScript) is a plus.
• Experience with cloud platforms (AWS, GCP, Azure) is a plus.
• Strong communication and ability to translate technical concepts.

Responsibilities

• Build, configure, and customize AI assistants using internal tools and simple scripts or logic workflows.
• First-line debugging, reproducing bugs, and escalating to engineering when needed.
• Troubleshoot API integrations, authentication flows, and data connectivity issues.
• Collaborate with Product teams to identify recurring customer pain points and propose enhancements.
• Contribute to the knowledge base with playbooks, FAQs, and troubleshooting guides.
• Maintain proactive and clear communication with clients across multiple channels.

Skills

Technical support

Onboarding

API debugging

SaaS platforms

Customer communication

Education

Bachelor's degree in Engineering/CS/IT

Tools

Zendesk

Jira

Freshdesk

Job description

We are looking for someone to join our Operations team as a Support Executive, who not only understands the importance of providing exceptional service but is also passionate about technology and AI. This role is ideal for someone who enjoys both technical problem-solving and client-facing strategy This is a great opportunity to work at the intersection of AI, engineering, and customer success.

As part of our Support team, you will play a key role in the first phase of the customer journey—helping clients realize the value of Darwin AI from day one.

In this role, you will:

• Build, configure, and customize AI assistants using internal tools and, when necessary, simple scripts or logic workflows.
• Act as a first line of defense for technical issues, reproducing bugs, analyzing logs, and escalating to engineering team when required.
• Troubleshoot API integrations, authentication flows, and data connectivity issues.
• Collaborate with Product teams to identify recurring customer pain points and propose enhancements.
• Contribute to the technical knowledge base with playbooks, FAQs, and troubleshooting guides.
• Maintain proactive and clear communication with clients across multiple channels (email, WhatsApp, Slack).

Requirements

• Bachelor's degree in Engineering, Computer Science, Information Technology, or related fields.
• 1-3 years of experience in technical support, onboarding, or implementation engineering roles.
• Previous exposure to SaaS platforms, AI/ML products, or enterprise integrations.
• Experience with ticketing systems (Zendesk, Jira, Freshdesk) and CRM tools.
• Strong problem-solving and analytical skills with the ability to debug technical issues.
• Ability to read and write basic scripts (Python/JavaScript) is a plus.
• Experience with cloud platforms (AWS, GCP, Azure) is a plus.
• Strong communication skills with the ability to translate technical concepts for non-technical users.

Benefits

• Language Classes: Access to language classes (English, Portuguese, Spanish) to enhance communication skills.
• OpenAI 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.
• Soft Hybrid Work: We meet one day/week in our Co Work offices, the rest of the time you can work remotely from wherever you like!