AI SaaS Customer Success Engineer (Remote, PT Overlap)

Mercor; Bogotá; Presencial; COP 118.717.000 - 218.688.000; Jornada completa

Descripción de la vacante

Mercor is hiring for its Talent Success team to ensure a delightful end-to-end experience for users applying to jobs, interviewing with AI, and getting paid. The role focuses on triaging talent-reported issues, reproducing bugs, and guiding users with precise, friendly support across a modern SaaS stack.

This remote position requires substantial overlap with Pacific Time, six days a week, and a proactive, energetic communicator who can work with engineering and product teams to diagnose problems

Formación

• Degree in Computer Science, Software Engineering, or related field from a top-tier institution or prior experience at a high-growth technology startup.
• 2-5 years of experience supporting customers on modern web applications (React/Node/Flask/Next.js).
• Comfortable with AI systems — you've worked 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 OpenAI/Anthropic APIs 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, 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 — elevate 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

Debug web apps

React

Node.js

Next.js

AI systems

LangChain

AutoGPT

OpenAI API

Educación

Bachelor's degree in CS or related field

Herramientas

OpenAI API

LangChain

AutoGPT

Telemetry/logs

Databases

Descripción del empleo

Mercor is hiring for its Talent Success team to ensure a delightful end-to-end experience for users applying to jobs, interviewing with AI, and getting paid. The role focuses on triaging talent-reported issues, reproducing bugs, and guiding users with precise, friendly support across a modern SaaS stack.

This remote position requires substantial overlap with Pacific Time, six days a week, and a proactive, energetic communicator who can work with engineering and product teams to diagnose problems