Remote Customer Success Engineer – AI SaaS

Mercor; Santiago; Presencial; CLP 156.240.000 - 267.840.000; Jornada completa

Descripción de la vacante

Mercor is seeking a Talent Success Specialist to help our users have a delightful experience from apply to pay. You will triage issues, reproduce bugs, and guide users with precise, friendly responses.

You'll collaborate with our engineering team to audit AI-driven workflows, debug SaaS interactions, and document playbooks to prevent repeat issues, all while maintaining an upbeat, native English tone. Remote role with substantial PT overlap.

Formación

• Ability to debug web applications, likely coming from either a
• Degree in Computer Science, Software Engineering, or a related technical field from a top-tier institution or prior experience at a high-growth technology startup.
• Experience building modern web applications (React, Node, Flask, Next.js, etc.) OR
• 2-5 years of experience supporting customers on such web applications.
• Comfortable with AI systems — you’ve played 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 how agent frameworks (LangChain, AutoGPT, etc.) function is a plus.

Responsabilidades

• Investigate talent-reported issues end-to-end: reproduce bugs, identify root causes, and separate UX friction, model edge cases, and system defects.
• Debug across our AI + SaaS stack using telemetry, logs, network inspection, and database queries to understand production behavior.
• Triage with sound judgment — upscale 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

AI systems

Customer support

React/Node/Next.js

LLMs/Agents

APIs (OpenAI etc.)

Communication

Educación

CS/Software Eng degree

Descripción del empleo

Mercor is seeking a Talent Success Specialist to help our users have a delightful experience from apply to pay. You will triage issues, reproduce bugs, and guide users with precise, friendly responses.

You'll collaborate with our engineering team to audit AI-driven workflows, debug SaaS interactions, and document playbooks to prevent repeat issues, all while maintaining an upbeat, native English tone. Remote role with substantial PT overlap.