Customer Success Specialist - Fully Remote | Upto $50K/Yr

Mercor; Xico; Remote; MXN 651,000 - 930,000; Full time

Job summary

Mercor is seeking a Customer Success Engineer (LatAm) for a remote contract role. You will troubleshoot customer-reported issues across the AI/SaaS stack, reproduce defects, and guide users with clear, empathetic guidance.

The ideal candidate has 2–5 years of experience with modern web apps and familiarity with AI systems. You will collaborate with product and engineering teams, document runbooks, and ensure smooth customer experiences with overlapping Pacific Time commitments.

Qualifications

• Degree in Computer Science, Software Engineering, or related technical field.
• 2–5 years of experience supporting customers on web applications.
• Familiarity with AI systems, LLMs, agents, or generative models.
• Experience exploring AI tools (fine-tuning, prompt chains, debugging).
• Ability to understand model outputs, failures, hallucinations, and feedback loops.

Responsibilities

• Investigate talent-reported issues end-to-end; reproduce bugs and identify root causes.
• Debug across AI + SaaS stack using telemetry, logs, network inspection, and queries.
• 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 repeats and speed up resolutions.
• Communicate with precision, professionalism, and empathy.

Skills

Debugging web apps

Customer-facing communication

Problem solving

Education

Bachelor's in Computer Science

Tools

React

Node.js

Flask

Next.js

Job description

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
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.

Application Process (Takes 20–30 mins to complete)

• Upload resume
• AI interview based on your resume
• Submit form

Resources & Support

• For details about the interview process and platform information, please check: https://talent.docs.mercor.com/welcome
• For any help or support, reach out to: [e-mail]

PS: Our team reviews applications daily. Please complete your AI interview and application steps to be considered for this opportunity.