Customer Success Engineer - AI SaaS

mercor; India; A distancia; INR 2.422.000 - 3.391.000; A tiempo parcial

Descripción de la vacante

Mercor connects elite creative and technical talent with leading AI research labs. The Customer Success Engineer (India) role is a remote, contract position working with a team that overlaps significantly with Pacific Time.

You will debug, triage, and document issues across an AI/SaaS stack, collaborating with engineering and product leadership to reduce outages and improve user guidance.

Formación

• Degree in CS/Software Eng or equivalent from a top-tier institution.
• 2–5 years of experience supporting customers on modern web apps (React, Node, Flask, Next.js).
• Comfortable with AI systems, LLMs, agents or generative models.
• Experience exploring AI tooling behavior (prompt chains, chain-of-thought debugging).
• Ability to understand model outputs, failure modes, and feedback loops.

Responsabilidades

• Investigate talent-reported issues end-to-end, reproduce bugs, identify root causes.
• Debug across our AI + SaaS stack using telemetry, logs, DB queries, and network inspection.
• Triage issues, escalate true engineering problems, or resolve via config or guidance.
• Surface systemic patterns and product risks to engineering and leadership.
• Create clear documentation and runbooks to reduce repeat issues and speed resolution.
• Communicate with precision, professionalism, and empathy.

Conocimientos

Web debugging

AI systems

LLMs/agents

Customer support

OpenAI API familiarity

Educación

CS/Software Eng degree or equivalent

Herramientas

Telemetry

Logs

DB queries

Descripción del empleo

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 (India) Type: Contract Compensation: $25,000–$35,000 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, likely coming from either a 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 — you’ve played 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.

Preferred

• Familiarity with how modern AI APIs work ( OpenAI , Anthropic , etc.) or how agent frameworks ( LangChain , AutoGPT , etc.) function is a plus.