OverviewWe are looking for a highly motivated individual to join our AI Special Forces team. A person who is passionate about delivering fast, effective, and high-quality support to clients, and is driven by the potential of technology and AI. This role is perfect for someone who loves solving problems, is highly organized, and has a strong interest in technology and AI.As an AI Special Forces Specialist, you will play a critical role, acting as the first line of defense when clients encounter issues with their AI agents or need to integrate them with external systems. You'll work directly with customers to resolve questions, troubleshoot technical problems, and collaborate with internal teams (CS, Onboarding, Product, and Engineering) to ensure issues are resolved promptly and thoroughly. Your work is key to maintaining strong client relationships and ensuring satisfaction with the Darwin AI experience.ResponsibilitiesRespond to customer inquiries via WhatsApp, email, and Slack, ensuring fast responses and high customer satisfactionTroubleshoot and resolve technical problems, especially those related to AI behavior, configuration, and API integrationsMonitor and act on alerts from internal tools like Slack channels and customer feedback submitted in the Darwin platformWork closely with Product and Engineering teams, escalating complex issues and contributing to product improvementsDocument support activity in the appropriate platform, maintaining accurate logs of issues and resolutionsIdentify recurring issues and contribute to internal documentation and FAQsCollaborate with the Customer Success and Onboarding teams to ensure a seamless customer experienceAudit AI conversations to detect bugs or opportunities for improvementEnsure that all critical feedback and issues are resolved within the SLA.RequirementsExperience in Customer Support, Technical Support, or Helpdesk roles, ideally in SaaS or tech environmentsStrong troubleshooting skills and ability to resolve issues efficientlyFamiliarity with AI behavior, JSON structures, and state machines (training provided)Experience with AI configuration, WhatsApp, APIs, and third-party integrationsKnowledge of process automation; experience with Zapier is a plusProgramming knowledge, especially in Python, is a plusAbility to explain technical concepts clearly to both technical and non-technical audiencesHighly organized, with the ability to manage multiple support cases at onceStrong written and verbal communication skillsA customer-first mindset with a genuine desire to help clients succeedA team player with adaptability in fast-paced environmentsPassion for technology, AI, and continuous learningBenefitsLanguage Classes: Access to language classes (English, Portuguese, Spanish) to enhance communication skillsOpenAI Premium License: Complimentary access to an OpenAI premium license for personal or professional usePaid Time Off: Enjoy 25 days/year of paid vacations and holidays to recharge and maintain a healthy work-life balanceSoft Hybrid Work: We meet 3 days/month in our Co Work offices, the rest of the time you can work remotely from wherever you like!Seniority levelMid-Senior levelEmployment typeFull-timeJob functionCustomer ServiceIndustriesIT Services and IT Consulting
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