Remote LatAm AI SaaS Customer Success Engineer (Contract)

Mercor; Santiago; Remote; CLP 34,014,000 - 48,591,000; Part time

Job summary

Mercor is seeking a Customer Success Engineer (LatAm) for a remote, contract role with substantial overlap with Pacific Time. You will debug web apps, support customers, and help optimize AI-enabled SaaS products.

You should have a CS/SE degree, 2–5 years in customer-facing web app support, and experience with React, Node, Flask, Next.js, and AI tooling. Strong communication and problem-solving are essential.

Qualifications

• Ability to debug web applications.
• Degree in Computer Science, Software Engineering, or 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.).
• 2–5 years of experience supporting customers on such web applications.
• Comfortable with AI systems. Experience 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.

Responsibilities

• 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. 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

Web application troubleshooting

Strong communication

Problem-solving

Cross-functional collaboration

Technical writing

Understanding AI systems

Empathy and customer-facing skills

Education

Degree in Computer Science or Software Engineering

Tools

React

Node.js

Flask

Next.js

OpenAI API

LangChain

Job description

Mercor is seeking a Customer Success Engineer (LatAm) for a remote, contract role with substantial overlap with Pacific Time. You will debug web apps, support customers, and help optimize AI-enabled SaaS products.

You should have a CS/SE degree, 2–5 years in customer-facing web app support, and experience with React, Node, Flask, Next.js, and AI tooling. Strong communication and problem-solving are essential.