Remote AI SaaS Customer Success Engineer (LatAm) - Contract

INGEPSY; Girardot; A distancia; COP 108.990.000 - 155.700.000; Jornada completa

Descripción de la vacante

Mercor, a remote-first company, is seeking a Customer Success Engineer for LatAm on a contract basis. The role requires debugging web apps, supporting customers, and working with AI tools and APIs. Strong technical background and 2–5 years of experience are essential. Location is remote with overlap with Pacific Time.

The candidate will collaborate with engineering and product teams, investigate issues end-to-end, and help surface risks while delivering clear guidance and documentation.

Formación

• Ability to debug web applications.
• Degree in Computer Science, Software Engineering, or related field from a top-tier institution.
• Experience building modern web applications (React, Node, Flask, Next.js).
• 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.

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. 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.

Conocimientos

Debugging web apps

Customer support

AI systems familiarity

Web development

Educación

Degree in Computer Science/Software Engineering

Herramientas

OpenAI APIs

Anthropic APIs

LangChain

AutoGPT

Descripción del empleo

Mercor, a remote-first company, is seeking a Customer Success Engineer for LatAm on a contract basis. The role requires debugging web apps, supporting customers, and working with AI tools and APIs. Strong technical background and 2–5 years of experience are essential. Location is remote with overlap with Pacific Time.

The candidate will collaborate with engineering and product teams, investigate issues end-to-end, and help surface risks while delivering clear guidance and documentation.