Support Executive

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.

In this role, you will:

• 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).

Requirements

• 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: Enjoy 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!