Job Title: Developer + AI-Enabled Technical Support

Location: Full-Time Remote (LATAM only)

Working Hours: FT - 9 AM – 5 PM CST (40 hours per week / sync with USA team)

About the Role & Team

As the Senior Developer + AI Tech Support, you will pick up the "day shift" for development, CRM bug fixes, and technical issue resolution. Reporting directly to our current IT Leader, you will provide hands-on support for our assessment tools, websites, landing page forms, apps, Google server, AI prompts, and our core CRMs for our two brands.

We are looking for a resourceful problem-solver who can turn unclear requests into quickly tested solutions without requiring step-by-step instructions. You will build and manage your own workflows that align with department-wide strategies while serving two major internal groups:

The Funnel Manager: Ensuring links in text/email campaigns carry correct UTM tracking into the CRM and point to the latest Google server downloads.

The Investor Relations (IR) Team: Providing reliable technical support for an active 5-person team. You will ensure CRM stability, verify tag triggers for automated emails, support AI tools used in CRMs or calls, and ensure complete tracking of field activities.

Key Responsibilities

Technical Support, Maintenance & Development

CRM & Tool Operations: Investigate user issues, fix bugs, manage CRM fields, filters, lists, tags, and permissions, and verify dashboard reporting across Wilkinson and Thriving Families.

Core Web & App Support: Maintain assessment tools, landing page forms, web pages, apps, and Google server resources. Build features, deliver small fixes, and make well-scoped improvements under technical direction.

MarTech & Integration Management: Diagnose email, SMS, and calendar integrations. Support tools across our stack including ActiveCampaign, read.ai, AirCall, SalesMsg, InboxAlly, GoDaddy DNS Management, Claude Workspace, Replit, Calendly, Zoom, Vimeo, Framer, Frame, and others.

AI Workflow & Department Support

AI Tool Integration: Effectively use tools like ChatGPT, Claude, Codex, or Cursor to research, debug, and draft code.

Workflow Automation: Integrate Claude connectors into workflows, agents, harnesses, and artifacts to directly assist marketing leadership in delivering work products to the Investor Relations team.

Communication, Handoffs & Guardrails

Communication Standards: Provide clear written English, patient user support, concise status updates, and regular Zoom check-ins. Maintain consistent communication and set expectations on WhatsApp, Slack, and Email.

Shift Hand-off: Conduct structured daily hand-offs to and from our IT Leader, to maintain continuous project velocity.

Safety & Compliance: Work strictly in test environments first. Protect client credentials and data using only approved AI tools. Obtain proper authorization before production deployments, bulk data changes, access modifications, or external sends. Escalate security risks and outages immediately.

What Matters Most: Aptitude and Ownership

Investigates Before Escalating: Reproduces issues independently, reviews logs and data, tests hypotheses, and presents evidence alongside proposed next steps.

Thinks Beyond the Obvious: Explores alternative approaches, learns unfamiliar tools rapidly, and asks targeted questions rather than making assumptions.

Uses AI Effectively: Leverages AI tools to accelerate work while independently verifying outputs and clearly explaining solutions.

Communicates Clearly: Maintains patience with non-technical staff, documents work cleanly, and manages stakeholder expectations systematically.

Qualifications & Experience

Must have:

3+ years in technical support, web development, or automation (or equivalent demonstrated project experience). Practical ability, sound judgment, and problem-solving drive matter more than formal degrees.

Hands-on experience with ActiveCampaign, Calendly, Nylas, AirCall, or read.ai is a plus.

Advanced Level of English (native like)

### Required Technical Foundation

- Core Stack: Advanced knowledge of JavaScript/TypeScript, HTML/CSS, React/Next.js, and Node.js; ability to navigate existing codebases and implement well-scoped changes.

- Debugging & Web Mechanics: Experience with browser DevTools, network/console error diagnosis, REST APIs, JSON, webhooks, authentication basics, and third-party integrations.

- Systems & Data: Familiarity with Git workflows (branches, PRs), basic automated testing, terminal/Linux commands, application logs, and safe MongoDB querying practices.

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