AI Specialist

About the role

Darwin AI is looking for a highly motivated AI Specialist to join its AI Special Forces team in Barcelona. The role acts as the first line of defense when clients face issues with their AI agents or need to integrate them with external systems. You will work directly with customers to resolve questions and technical problems, collaborating with CS, Onboarding, Product and Engineering teams to keep client relationships strong.

Key responsibilities

• Respond to customer inquiries via WhatsApp, email and Slack, with fast responses and high satisfaction.
• Troubleshoot and resolve technical problems, especially around AI behavior, configuration and API integrations.
• Monitor alerts from internal tools such as Slack channels and customer feedback in the Darwin platform.
• Work with Product and Engineering, escalating complex issues and helping improve the product.
• Document support activity accurately and identify recurring issues to contribute to internal documentation and FAQs.
• Audit AI conversations for bugs or improvement opportunities and ensure critical issues are resolved within the SLA.

Required profile

• Experience in Customer Support, Technical Support or Helpdesk, ideally in SaaS or tech environments.
• Strong troubleshooting skills and ability to handle several support cases at once.
• Ability to explain technical concepts clearly to technical and non-technical audiences.
• Highly organized, with strong written and verbal communication skills and a customer-first mindset.

Required skills

• 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; Zapier experience is a plus.
• Programming knowledge, especially Python, is a plus.

What we offer

• Language classes in English, Portuguese and Spanish.
• Complimentary OpenAI or Gemini Premium license.
• 25 days of paid vacation and holidays per year.
• Hybrid work: two days in the office, the rest remote.