Hybrid AI Engineer

at Darwin AI

• Job title: AI Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Python
• Location requirements: Hybrid, Mexico City, Mexico

About the role

• Join AI Special Forces team to support clients with AI-related inquiries and technical problems. Interact with customers and internal teams for effective problem resolution.

Responsibilities

• Respond to customer inquiries via WhatsApp, email, and Slack, ensuring fast responses and high customer satisfaction.
• Troubleshoot and resolve technical problems, especially those related to AI behavior, configuration, and API integrations
• Monitor and act on alerts from internal tools like Slack channels and customer feedback submitted in the Darwin platform
• Work closely with Product and Engineering teams, escalating complex issues and contributing to product improvements.
• Document support activity in the appropriate platform, maintaining accurate logs of issues and resolutions.
• Identify recurring issues and contribute to internal documentation and FAQs.
• Collaborate with the Customer Success and Onboarding teams to ensure a seamless customer experience.
• Audit AI conversations to detect bugs or opportunities for improvement.
• Ensure that all critical feedback and issues are resolved within the SLA.

Requirements

• Experience in Customer Support, Technical Support, or Helpdesk roles, ideally in SaaS or tech environments.
• Strong troubleshooting skills and ability to resolve issues efficiently.
• Familiarity with AI behavior, JSON structures, and state machines (training provided).
• Experience with AI configuration, WhatsApp, APIs, and third-party integrations.
• Knowledge of process automation; experience with Zapier is a plus.
• Programming knowledge, especially in Python, is a plus.
• Ability to explain technical concepts clearly to both technical and non-technical audiences
• Highly organized, with the ability to manage multiple support cases at once.
• Strong written and verbal communication skills.
• A customer-first mindset with a genuine desire to help clients succeed.
• A team player with adaptability in fast-paced environments.
• Passion for technology, AI, and continuous learning.

Benefits

• ● **Language Classes:** Access to language classes (English, Portuguese, Spanish) to enhance communication skills.
• ● **OpenAI or Gemini 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 3 days/month in our Co Work offices, the rest of the time you can work remotely from wherever you like!