AI Engineer
At a glance
Mid-level AI Engineering role at Darwin AI. Mexico City · full-time.
Pay not stated AI Engineer salary
aimlroles summary, based on the employer's posting.
What you'll do
- Answer customer questions through WhatsApp, email and Slack, aiming for quick, helpful resolutions
- Investigate AI behavior, configuration and API issues, then resolve them or route complex cases to Product and Engineering
- Review Slack alerts and customer feedback, record support cases, and meet the stated resolution SLA
- Check AI conversations for bugs and recurring problems, then help improve product guidance, FAQs and internal documentation
- Coordinate with Customer Success and Onboarding to resolve cases and support a smooth customer experience
What you bring
- Experience in customer support, technical support or helpdesk work, preferably in SaaS or technology
- Hands-on familiarity with AI configuration, WhatsApp, APIs and external integrations
- Comfort with AI behavior, JSON and state machines; training is provided
- Strong troubleshooting ability and clear communication with both technical and non-technical customers
Who this fits
This role suits someone who enjoys client-facing technical problem solving and can keep several support cases organized at once. The role is listed in Mexico City as onsite, while the benefits describe working from the office two days each week and remotely for the rest.
From the employer
We 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.
In this role, you will:
- 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.
● Hybrid Work: We meet 2 days/week in our offices, the rest of the time you can work remotely from wherever you like!