Customer Success Engineer - Fully Remote

mercor; Colombia; Remote; COP 113,283,000 - 161,833,000; Part time

Job summary

Mercor is seeking a Customer Success Engineer (LatAm) to resolve issues in our AI-powered SaaS platform across partner labs and clients. You will debug web apps, analyze production behavior, and guide users with clear, empathetic support.

This remote role requires strong web development knowledge, experience with modern stacks (React, Node, Flask, Next.js), and familiarity with AI tools and APIs. You will work closely with product and engineering to improve reliability and user satisfaction.

Qualifications

• Ability to debug web applications.
• Degree in Computer Science, Software Engineering, or related field from a top-tier institution or prior experience at a high-growth tech 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. 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.
• Familiarity with modern AI APIs (OpenAI, Anthropic, etc.) or how agent frameworks (LangChain, AutoGPT, etc.) function is a plus.

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

AI systems

LLMs & agents

Prompt engineering

APIs OpenAI

LangChain/AutoGPT

Education

CS/SE degree

Tools

OpenAI APIs

LangChain

AutoGPT

Job description

About the job

Mercor connects elite creative and technical talent with leading AI research labs. Headquartered in San Francisco, our investors include Benchmark , General Catalyst , Peter Thiel , Adam D'Angelo , Larry Summers , and Jack Dorsey . Position: Customer Success Engineer (LatAm) Type: Contract Compensation: $35,000–$50,000/year Location: Remote Commitment: Substantial overlap with Pacific Time (PT/PST)

Role 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.

Qualifications Must-Have

• Ability to debug web applications.
• 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 . 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.
• Familiarity with modern AI APIs ( OpenAI , Anthropic , etc.) or how agent frameworks ( LangChain , AutoGPT , etc.) function is a plus.