Remote AI‑SaaS Customer Success Specialist

Mercor; Bogotá; A distancia; COP 109.010.000 - 218.021.000; Jornada completa

Descripción de la vacante

Mercor is seeking a remote Talent Support Specialist to help interviewees and job applicants navigate our platform with clarity and empathy. You will triage bugs, assist users, and collaborate with engineering to root out issues affecting the candidate experience.

This six‑day week role requires strong English, comfort with AI tools, and overlap with Pacific Time. You will be the first point of contact for talent on our platform, balancing professionalism with a friendly, user‑first approach.

Formación

• Degree in Computer Science, Software Engineering, or a related technical field.
• 2–5 years of experience supporting customers on web applications.
• Comfortable with AI systems and using AI tools and APIs.

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 — lift 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 app dev

AI systems

LLMs

AI tools debugging

OpenAI APIs

Agent frameworks

Root cause analysis

Educación

CS / SE degree

Herramientas

React

Node.js

Flask

Next.js

LangChain

AutoGPT

Descripción del empleo

Mercor is seeking a remote Talent Support Specialist to help interviewees and job applicants navigate our platform with clarity and empathy. You will triage bugs, assist users, and collaborate with engineering to root out issues affecting the candidate experience.

This six‑day week role requires strong English, comfort with AI tools, and overlap with Pacific Time. You will be the first point of contact for talent on our platform, balancing professionalism with a friendly, user‑first approach.