Customer Success Engineer - Fully Remote

Visa Hunt; México; A distancia; MXN 594.000 - 849.000; A tiempo parcial

Descripción de la vacante

Mercor seeks a Customer Success Engineer (LatAm) for a remote, contract role to support our AI-powered SaaS platform. It requires strong debugging skills, solid technical grounding, and empathetic customer interactions.

You’ll work with modern web stacks (React/Node/Flask/Next.js), handle AI tool behaviors, and collaborate with product and engineering to improve reliability while aligning with Pacific Time overlap.

Formación

• Debug modern web applications and reproduce issues end-to-end.
• Degree in Computer Science, Software Engineering or related field from a top-tier institution or startup experience.
• 2–5 years building or supporting modern web apps (React/Node/Flask/Next.js) or equivalent customer-facing work.
• Comfortable with AI systems and generative models.
• Familiar with AI APIs or agent frameworks is a plus.

Responsabilidades

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

Conocimientos

Ability to debug web applications

AI systems familiarity (LLMs/agents)

Excellent communication and empathy

Educación

Degree in Computer Science or related field

Herramientas

React

Node.js

Flask

Next.js

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 (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.