Support Executive

Darwin AI; United States; Hybrid; MXN 552,181 - 828,271; Full time

Benefits offered by this job

Language Classes

OpenAI Premium License

Paid Time Off

Soft Hybrid Work

Job summary

A technology company in Mexico City is looking for a Support Executive to join the Operations team. This role involves technical problem-solving and providing exceptional customer service. Key responsibilities include building AI assistants, troubleshooting technical issues, and maintaining clear communication with clients. Ideal candidates will have a Bachelor's degree in a relevant field and 1–3 years of technical support experience.

Qualifications

• 1–3 years of experience in technical support or onboarding roles.
• Ability to read and write basic scripts (Python/JavaScript) is a plus.
• Experience with cloud platforms (AWS, GCP, Azure) is a plus.

Responsibilities

• Build, configure, and customize AI assistants using internal tools.
• Act as a first line of defense for technical issues.
• Troubleshoot API integrations, authentication flows, and data connectivity issues.

Skills

Technical support experience

Problem-solving skills

SaaS platform familiarity

Strong communication skills

Education

Bachelor’s degree in Engineering, Computer Science, or related fields

Tools

Zendesk

Jira

Freshdesk

Job description

Overview

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.

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).

Qualifications

• 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: 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!