About the job
Join the cutting-edge AI Special Forces team at Darwin AI! We are seeking a driven and enthusiastic AI Engineer who is passionate about leveraging technology to provide exceptional support to our clients. This role is ideal for individuals who thrive on solving complex problems and have a keen interest in the intricacies of technology and artificial intelligence.
As an AI Engineer, you will be at the forefront of client interactions, serving as the primary resource for resolving challenges related to AI agents and their integration with external systems. Your responsibilities will involve direct communication with clients to address inquiries, troubleshoot issues, and collaborate with internal teams including Customer Success, Onboarding, Product, and Engineering to ensure timely and comprehensive resolutions. Your contributions are vital in fostering strong client relationships and enhancing the overall Darwin AI experience.
Key Responsibilities:
- Promptly respond to customer inquiries through WhatsApp, email, and Slack, ensuring high levels of satisfaction.
- Diagnose and resolve technical issues, particularly those involving AI behavior, configurations, and API integrations.
- Monitor alerts from internal tools and customer feedback on the Darwin platform to take necessary actions.
- Collaborate closely with Product and Engineering teams, escalating complex challenges and contributing to product enhancements.
- Maintain detailed documentation of support activities to ensure accurate tracking of issues and solutions.
- Identify recurring problems and assist in developing internal documentation and FAQs.
- Work alongside Customer Success and Onboarding teams to ensure a seamless client journey.
- Review AI conversations to uncover bugs or areas for improvement.
- Ensure all critical feedback and issues are addressed within the specified SLA.
