AI Support Specialist — Hybrid & Remote

Getdarwin

Ciudad de México

Hybrid

MXN 180,000 - 300,000

Full time

14 days+

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Benefits offered by this job

Language classes

OpenAI premium license

Paid time off 25 days/year

Hybrid work: 2 days in-office

Job summary

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.

Qualifications

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.

Responsibilities

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.