Support Executive-Latin America
Posted on: November 28, 2025 | #LI-Hybrid #LI-ND1
Company Name: Getdarwin.ai
Division: Operation | Reports to: Operations Manager
Location: Latin America | Employment Type: Full-Time
Schedule: Hybrid (4 Days in Office) | Experience Level: 1-3 Years
About This Opportunity
Darwin AI is seeking a talented and motivated Support Executive to join our growing Operations team. This is more than a traditional support role—it's an opportunity to work at the cutting edge of artificial intelligence technology while making a tangible impact on our customers' success. We're looking for someone who not only understands the critical importance of delivering exceptional customer service but who is also genuinely passionate about technology, AI innovation, and the transformative potential of intelligent systems.
This position is perfect for individuals who thrive at the intersection of technical problem-solving and client-facing strategy. Suppose you're energized by helping customers unlock the full potential of AI-powered solutions, enjoy diving into technical challenges, and want to be part of a team that's shaping the future of artificial intelligence applications. In that case, this role offers an exciting career opportunity.
As a Support Executive at Darwin AI, you'll play a pivotal role in the critical first phase of our customer journey—ensuring that clients experience immediate value and success from their very first interaction with our platform. You'll serve as a trusted technical advisor, problem-solver, and strategic partner to our diverse client base across Latin America.
You'll be responsible for building, configuring, and customizing AI assistants using our proprietary internal tools. This hands-on work may involve creating simple scripts or designing logic workflows to meet specific customer requirements. Your technical acumen will enable you to tailor our AI solutions to fit unique business contexts and use cases, ensuring each client receives a solution that truly addresses their needs.
Serving as the first line of defense for technical issues, you'll investigate and reproduce bugs, analyze system logs, and diagnose complex problems. When issues require deeper engineering expertise, you'll collaborate closely with our engineering team, providing them with comprehensive documentation and context to facilitate rapid resolution. Your ability to bridge the gap between customers and our technical teams will be essential to maintaining service excellence.
You'll troubleshoot API integrations, authentication flows, and data connectivity challenges that customers may encounter. This requires a solid understanding of how modern software systems communicate and integrate, along with the patience and persistence to resolve complex technical issues that span multiple platforms and technologies.
Working closely with our Product teams, you'll identify recurring customer pain points and patterns that emerge from support interactions. Your insights will directly influence product enhancements, new features, and improvements to the customer experience. You'll be a voice for our customers within the organization, advocating for solutions that address real-world needs.
You'll contribute to building and maintaining our technical knowledge base by creating playbooks, FAQs, troubleshooting guides, and best practice documentation. This work ensures that both customers and internal teams have access to clear, actionable resources that accelerate problem resolution and enhance product adoption.
Maintaining proactive, clear, and empathetic communication with clients across multiple channels—including email, WhatsApp, and Slack—you'll ensure customers feel supported, informed, and confident in their use of Darwin AI. Your communication skills will be as important as your technical capabilities in building lasting customer relationships.
A Bachelor's degree in Engineering, Computer Science, Information Technology, or a related technical field provides the foundation for success in this role.
We're seeking candidates with 1–3 years of experience in technical support, customer onboarding, implementation engineering, or similar customer-facing technical roles. Previous exposure to SaaS platforms, AI/ML products, or enterprise integration projects will give you a significant advantage in understanding our technology and customer needs.
- Proficiency with ticketing systems such as Zendesk, Jira, or Freshdesk, along with experience using CRM tools
- Strong problem-solving and analytical abilities with demonstrated skill in debugging technical issues
- Ability to read and write basic scripts in Python or JavaScript (a valuable plus)
- Familiarity with cloud platforms such as AWS, Google Cloud Platform, or Microsoft Azure (preferred but not required)
You should possess exceptional communication skills with the proven ability to translate complex technical concepts into clear, accessible language for non-technical users. Your interpersonal skills enable you to build rapport with diverse stakeholders and maintain composure when navigating challenging customer situations.
Access to language classes in English, Portuguese, and Spanish to enhance your communication skills and career mobility across our Latin American markets.
Complimentary access to an OpenAI premium license for both personal exploration and professional development, keeping you at the forefront of AI innovation.
Enjoy 25 days per year of paid vacation and holidays, ensuring you have ample time to recharge, pursue personal interests, and maintain a healthy work-life balance.
Our soft hybrid model requires just one day per week in our co-working offices, with the flexibility to work remotely from your preferred location the rest of the time.
At Darwin AI, you'll be part of a team that's passionate about democratizing artificial intelligence and helping organizations harness its transformative power. If you're ready to combine your technical skills with your customer service excellence in a role that offers growth, learning, and meaningful impact, we want to hear from you.
This is your opportunity to work with cutting-edge AI technology, collaborate with talented professionals across Latin America, and make a real difference in how businesses leverage artificial intelligence. You'll have the support, resources, and flexibility you need to excel in your career while maintaining the work-life balance that matters to you.
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