Customer Success Manager

Smartly; Xico; Remote; MXN 657,000 - 938,000; Part time

Job summary

Mercor is seeking a Customer Success Engineer for LatAm on a contract basis. The role focuses on ensuring successful use of our AI-enabled web applications by customers across Latin America, with substantial overlap to Pacific Time commitments.

You will investigate issues end-to-end, debug across our AI and SaaS stack, and work with product/engineering to reduce friction. A degree in CS or related field and 2–5 years of experience in customer-facing web apps are required.

Qualifications

• Degree in Computer Science, Software Engineering, or related field required.
• 2–5 years experience supporting customers on modern web applications.
• Experience building modern web apps using React/Node/Flask/Next.js.
• Familiarity with AI systems, LLMs, agents, or generative models.

Responsibilities

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

Skills

Debug web apps

Customer support

Web app development

AI systems familiarity

LLMs/agents understanding

Communication

Education

Bachelors in CS or related field

Tools

React

Node

Flask

Next.js

OpenAI API

Job description

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.

Customer Success Engineer (LatAm)

Position: Customer Success Engineer (LatAm)

Type: Contract

Compensation: $35,000–$50,000

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.
• 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.).
• 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.

Preferred

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