AI Support Specialist — Hybrid & Remote

Getdarwin; Ciudad de México; Híbrido; MXN 180.000 - 300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Language classes

OpenAI premium license

Paid time off 25 days/year

Hybrid work: 2 days in-office

Descripción de la vacante

Getdarwin is seeking an AI Customer Support Specialist in Mexico City to act as first-line support for AI agents, handle integrations, and resolve inquiries via WhatsApp, email, and Slack. You will collaborate with CS, Onboarding, Product, and Engineering to ensure fast, high-quality resolutions and maintain strong client relationships.

The role emphasizes troubleshooting AI behavior and API integrations, with opportunities to contribute to product improvements.

Formación

• Experience in Customer Support, Technical Support, or Helpdesk roles 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.

Responsabilidades

• 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.

Conocimientos

Customer Support

Troubleshooting

AI/Tech

API Integrations

WhatsApp

Python

Communication

Organization

Herramientas

Zapier

APIs

Descripción del empleo

Getdarwin is seeking an AI Customer Support Specialist in Mexico City to act as first-line support for AI agents, handle integrations, and resolve inquiries via WhatsApp, email, and Slack. You will collaborate with CS, Onboarding, Product, and Engineering to ensure fast, high-quality resolutions and maintain strong client relationships.

The role emphasizes troubleshooting AI behavior and API integrations, with opportunities to contribute to product improvements.