AI Helpdesk Engineer — SaaS Support & Troubleshooting

Darwin AI; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Language Classes: Access to English, 0

OpenAI or Gemini Premium License

Paid Time Off: 25 days per year

Job summary

Darwin AI is seeking a proactive Customer Support Engineer to assist clients using our AI agents and APIs. You will troubleshoot AI-related issues, configure integrations, and maintain clear logs while collaborating with Product and Engineering teams to resolve escalated cases.

Ideal candidates are organized, can explain technical concepts clearly, and are comfortable working with SaaS platforms. This role offers growth opportunities and exposure to cutting-edge AI tooling.

Qualifications

• Experience in Customer Support, Technical Support, or Helpdesk roles in SaaS or tech environments.
• Strong troubleshooting skills.
• Familiarity with AI behavior, JSON structures, and state machines.
• Experience with AI configuration, WhatsApp, APIs, and third-party integrations.
• Knowledge of process automation (Zapier experience is a plus).
• Programming knowledge in Python is a plus.

Responsibilities

• Respond to customer inquiries via WhatsApp, email, and Slack.
• Troubleshoot technical problems related to AI behavior, configuration, and API integrations.
• Monitor alerts from internal tools and customer feedback.
• Collaborate with Product and Engineering teams to escalation complex issues.
• Document support activity and maintain accurate logs.
• Identify recurring issues and contribute to internal documentation and FAQs.
• Audit AI conversations to detect bugs or improvement opportunities.
• Ensure critical feedback and issues are resolved within SLA.

Skills

Troubleshooting

Customer-focused communication

Explain technical concepts

Organization & documentation

AI behavior familiarity

Python basics

Tools

APIs

Zapier

Python

Job description

Darwin AI is seeking a proactive Customer Support Engineer to assist clients using our AI agents and APIs. You will troubleshoot AI-related issues, configure integrations, and maintain clear logs while collaborating with Product and Engineering teams to resolve escalated cases.

Ideal candidates are organized, can explain technical concepts clearly, and are comfortable working with SaaS platforms. This role offers growth opportunities and exposure to cutting-edge AI tooling.