Remote Talent Success Specialist (AI-SaaS)

Mercor; Bogotá; A distancia; COP 40.000.000 - 70.000.000; Jornada completa

Descripción de la vacante

Mercor is seeking a customer-focused support engineer to triage and investigate issues across our AI-enabled SaaS platform. You will work with engineering to reproduce bugs, identify root causes, and provide clear guidance to users, ensuring a delightful experience from application to payment.

The role emphasizes maintaining an upbeat, native English tone while staying professional. Ideal candidates have 2–5 years supporting web apps, are comfortable with AI systems and APIs, and can navigate

Formación

• Degree in Computer Science, Software Engineering, or related technical field.
• 2–5 years of experience supporting customers on web applications.
• Experience debugging web apps and understanding AI system outputs.
• Familiarity with AI APIs (OpenAI, Anthropic) or agent frameworks.

Responsabilidades

• Investigate talent-reported issues end-to-end; reproduce bugs and identify root causes.
• Debug across AI + SaaS stack using telemetry, logs, and database queries.
• Escalate true engineering issues and guide users with clear, accurate help.
• Surface product risks and document runbooks to speed resolutions.
• Communicate with precision, professionalism, and empathy.

Descripción del empleo

Mercor is seeking a customer-focused support engineer to triage and investigate issues across our AI-enabled SaaS platform. You will work with engineering to reproduce bugs, identify root causes, and provide clear guidance to users, ensuring a delightful experience from application to payment.

The role emphasizes maintaining an upbeat, native English tone while staying professional. Ideal candidates have 2–5 years supporting web apps, are comfortable with AI systems and APIs, and can navigate