AI Engineer

Darwin AI; Barcelona; Hybrid; EUR 35,000 - 52,000; Full time

Benefits offered by this job

Language Classes

OpenAI or Gemini Premium License

Paid Time Off

Hybrid Work

Job summary

Darwin AI is seeking a highly motivated AI Special Forces Specialist to join the team in Barcelona. You will be the first line of defense for clients, resolving questions and integrating AI agents with external systems, working closely with CS, Onboarding, Product, and Engineering.

If you love solving problems, staying organized, and have a tech passion, you will help maintain strong client relationships and ensure satisfaction with the Darwin AI experience.

Qualifications

• Experience in customer or technical support, ideally SaaS.
• Strong troubleshooting and communication skills.
• Familiarity with AI behavior, JSON, and state machines (training provided).
• Experience with AI configuration, WhatsApp, APIs, and third-party integrations.
• Knowledge of process automation; Zapier is a plus.
• Programming knowledge, especially Python, is a plus.
• Ability to explain technical concepts to both technical and non-technical audiences.
• Highly organized with the ability to manage multiple support cases at once.
• Team player with adaptability in fast-paced environments.
• Passion for technology and continuous learning.

Responsibilities

• Respond to customer inquiries via WhatsApp, email, and Slack with fast responses.
• Troubleshoot and resolve technical problems related to AI behavior, configuration, and API integrations.
• Monitor alerts from internal tools and customer feedback.
• Collaborate with Product and Engineering to escalate and improve.
• 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 for a seamless experience.
• Audit AI conversations to detect bugs or improvement opportunities.
• Ensure all critical feedback and issues meet SLA.

Skills

Customer Support

Troubleshooting

AI Knowledge

JSON Structures

APIs & Integrations

Zapier

Python

Communication

Organized

Team Collaboration

Tools

Slack

WhatsApp

APIs

Zapier

Job description

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!