Remote AI SaaS Customer Success Engineer

Mercor; Santiago; A distancia; CLP 66.922.000 - 105.163.000; Jornada completa

Descripción de la vacante

Mercor’s Talent Success team is hiring to support users applying to job listings, AI-led interviews, and offers on our platform. The role focuses on triaging issues, debugging AI-enabled web apps, and delivering top-tier support with a native English tone.

Remote position open to Latin America, with substantial overlap with Pacific Time. You will collaborate closely with engineering, product, and talent teams to ensure a delightful user experience.

Formación

• Degree in Computer Science, Software Engineering, or a related technical field.
• Experience building modern web applications (React, Node, Next.js, etc.) OR 2-5 years of supporting customers on such web apps.
• Comfortable with AI systems and understanding model outputs, failure modes, and feedback loops.
• Familiarity with AI APIs (OpenAI, Anthropic) or agent frameworks (LangChain, AutoGPT) is a plus.

Responsabilidades

• Investigate talent-reported issues end-to-end: reproduce bugs, identify root causes, and separate UX friction.
• Debug across our AI + SaaS stack using telemetry, logs, network inspection, and database queries to understand production behavior.
• Triage with sound judgment — escalate true engineering issues and resolve others via configuration, prompt refinement, or clear user guidance.
• Surface systemic patterns and product risks to engineering and product leadership.
• Create clear documentation and runbooks to reduce repeat issues and improve resolution speed.
• Communicate with precision, professionalism, and empathy.

Conocimientos

Web debugging

React/Node/Next.js

AI systems

LLMs

Native English

Problem solving

Communication

Database queries

Telemetry/logs

OpenAI API

Educación

Degree in CS/Software Eng

Startup experience

2-5 years customer support

Herramientas

LangChain

AutoGPT

OpenAI API

SQL

Git

Descripción del empleo

Mercor’s Talent Success team is hiring to support users applying to job listings, AI-led interviews, and offers on our platform. The role focuses on triaging issues, debugging AI-enabled web apps, and delivering top-tier support with a native English tone.

Remote position open to Latin America, with substantial overlap with Pacific Time. You will collaborate closely with engineering, product, and talent teams to ensure a delightful user experience.