Support Executive

Darwin AI; São Paulo; Híbrido; BRL 60 000 - 100 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Language Classes

OpenAI Premium License

Paid Time Off

Soft Hybrid Work

Resumo da oferta

Darwin AI is seeking a Support Executive to join our Operations team in Brazil. You will help clients realize the value of Darwin AI from day one, configure AI assistants, and troubleshoot integrations while coordinating with Product and Engineering teams.

You will engage across channels, contribute to the knowledge base, and translate technical concepts for non-technical users. A technical background and SaaS experience are essential, with hybrid work flexibility.

Qualificações

• Bachelor's degree in Engineering, CS, IT, or related fields.
• 1-3 years in technical support, onboarding, or implementation roles.
• Experience with SaaS platforms, AI/ML products, or enterprise integrations.
• Experience with ticketing systems (Zendesk, Jira, Freshdesk) and CRM tools.
• Strong problem-solving and analytical skills; able to debug issues.
• Reading/writing basic scripts (Python/JavaScript) a plus.
• Experience with cloud platforms (AWS, GCP, Azure) a plus.
• Strong communication; translate tech for non-technical users.

Responsabilidades

• Build, configure, and customize AI assistants using internal tools and scripts.
• First line of defense for technical issues; reproduce bugs and escalate to engineering.
• Troubleshoot API integrations, authentication flows, and data connectivity issues.
• Collaborate with Product teams to identify pain points and propose enhancements.
• Contribute to knowledge base with playbooks, FAQs, and guides.
• Maintain proactive communication with clients across channels (email, WhatsApp, Slack).

Conhecimentos

Customer support

SaaS experience

API troubleshooting

Attention to detail

Formação académica

Bachelor's degree in Engineering/CS/IT

Ferramentas

Zendesk

Jira

Freshdesk

CRM tools

Descrição da oferta de emprego

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!