Support Executive

Darwin AI; Bogotá; Hybrid; COP 48,000,000 - 68,000,000; Full time

Benefits offered by this job

Language Classes

OpenAI Premium License

Paid Time Off (25 days)

Soft Hybrid Work

Job summary

Darwin AI is seeking an enthusiastic Support Executive to join our Operations team in Bogota. You will be the first point of contact for customers, ensuring they realize value from day one and helping them onboard with our AI solutions.

You will build AI assistants, troubleshoot integrations, and coordinate with engineering and product teams to resolve issues and improve the customer experience. This role blends technical problem-solving with client-facing strategy in a fast-growing AI company.

Qualifications

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

Responsibilities

• 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).

Skills

Problem solving

Analytical skills

Communication

SaaS experience

Cloud platforms

Ticketing tools

Technical fluency

Education

Bachelor's degree in Engineering/CS/IT

Tools

Zendesk

Jira

Freshdesk

CRM tools

Python

JavaScript

AWS

GCP

Azure

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!