Remote Customer Success Engineer (LatAm) for AI SaaS

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

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.