Support Executive

About the role

Join the Operations team as a Support Executive, combining technical problem‑solving with client‑facing strategy to help customers realize the value of Darwin AI from day one.

Key responsibilities

• Build, configure, and customize AI assistants using internal tools and simple scripts or logic workflows.
• Act as first line of defense for technical issues, reproducing bugs, analyzing logs, and escalating to engineering 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 email, WhatsApp, and Slack.

Required profile

• Bachelor’s degree in Engineering, Computer Science, Information Technology, or related fields.
• 1–3 years of experience in technical support, onboarding, or implementation engineering.
• 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 to translate technical concepts for non‑technical users.

Required skills

• Python
• JavaScript
• AWS
• GCP
• Azure
• Zendesk
• Jira
• Freshdesk

What we offer

• Language classes (English, Portuguese, Spanish).
• OpenAI premium license for personal or professional use.
• 25 days of paid vacation per year.
• Soft hybrid work: one day per week onsite, the rest remote.