AI Support Specialist — Hybrid (Remote-First) with 25 PTO

Getdarwin; Ciudad de México; Hybrid; MXN 240,000 - 360,000; Full time

Benefits offered by this job

Language Classes

OpenAI Premium License

Paid Time Off

Hybrid Work Model

Job summary

Getdarwin is seeking an AI Special Forces Specialist to join our support team. You will be the first line of defense for clients using our AI agents, helping with integration, questions, and troubleshooting.

You'll work with Customer Success, Onboarding, Product, and Engineering to resolve issues promptly, document activity, and contribute to internal knowledge. This role suits problem solvers who are organized and passionate about technology.

Qualifications

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

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.

Skills

Customer Support

Troubleshooting

AI Behavior Understanding

APIs

Python (basic)

Communication

Tools

Zapier

WhatsApp

Slack

Job description

Getdarwin is seeking an AI Special Forces Specialist to join our support team. You will be the first line of defense for clients using our AI agents, helping with integration, questions, and troubleshooting.

You'll work with Customer Success, Onboarding, Product, and Engineering to resolve issues promptly, document activity, and contribute to internal knowledge. This role suits problem solvers who are organized and passionate about technology.