Remote AI SaaS Customer Success Specialist (LatAm)

Mercor; Santiago; Remote; CLP 41,016,000 - 62,500,000; Full time

Job summary

Mercor is seeking a remote Support Engineer in Latin America to triage and resolve user issues on our AI-driven SaaS platform. You will collaborate with engineering to reproduce bugs, diagnose root causes, and provide clear guidance to users with a friendly, professional tone.

Ideal candidates have 2-5 years of experience supporting web applications (React/Next.js/Node) and are comfortable with AI tools and models. This role requires substantial overlap with Pacific Time working hours.

Qualifications

• Degree in Computer Science, Software Engineering, or a related technical field from a top-tier institution or equivalent experience.
• Experience building modern web applications (React, Node, Flask, Next.js, etc.).
• 2-5 years of experience supporting customers on such web applications.
• Comfortable with AI systems — familiarity with LLMs, agents, or generative models.
• Experience exploring behavior of AI tools (fine-tuning, prompt chains, chain-of-thought debugging, or building agents).
• Ability to understand model outputs, failure modes, hallucinations, and feedback loops.
• Familiarity with how modern AI APIs work (OpenAI, Anthropic, etc.) or agent frameworks (LangChain, AutoGPT) is a plus.

Responsibilities

• Investigate talent-reported issues end-to-end: reproduce bugs, identify root causes, and separate UX friction from system defects.
• 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.

Skills

Debugging web apps

Customer support

Communication

Problem solving

Team collaboration

Education

Degree in Computer Science or related field

Tools

React

Node.js

Flask

Next.js

Job description

Mercor is seeking a remote Support Engineer in Latin America to triage and resolve user issues on our AI-driven SaaS platform. You will collaborate with engineering to reproduce bugs, diagnose root causes, and provide clear guidance to users with a friendly, professional tone.

Ideal candidates have 2-5 years of experience supporting web applications (React/Next.js/Node) and are comfortable with AI tools and models. This role requires substantial overlap with Pacific Time working hours.