Remote SaaS Customer Success Engineer - LatAm

mercor; México; Remote; MXN 734,000 - 918,000; Full time

Job summary

Mercor is seeking a Customer Success Engineer (LatAm) for a remote contract role. You will respond to talent inquiries about applying to roles on our platform and triage issues by examining telemetry, network requests, and DB queries, while maintaining clear English communication.

You will contribute to product improvements by consolidating insights and building client-facing docs, leveraging SaaS support tools like Zendesk or Intercom. Remote LATAM role with a flexible setup.

Qualifications

• Degree in Computer Science, Software Engineering, or related technical field OR 2–5 years of experience debugging modern web apps.
• Experience doing SaaS-based product work.
• Experience using a support platform like Zendesk, Intercom, Help Scout, Freshdesk, or Crisp.

Responsibilities

• Respond to support requests from Mercor’s talent pool who have questions or issues applying for roles on our platform.
• Triage and investigate talent-reported issues by examining telemetry data, inspecting network requests, writing queries against our database, and troubleshooting common browser issues.
• Consolidate insights and make recommendations about product areas needing improvement.
• Build talent-facing documentation to address common questions in our support queue.
• Maintain enthusiasm and positivity while writing replies in near-perfect English.

Skills

Web debugging

Education

Degree in Computer Science

Software Engineering

Tools

React

Node

Flask

Next.js

Zendesk

Intercom

Help Scout

Freshdesk

Crisp

Job description

Mercor is seeking a Customer Success Engineer (LatAm) for a remote contract role. You will respond to talent inquiries about applying to roles on our platform and triage issues by examining telemetry, network requests, and DB queries, while maintaining clear English communication.

You will contribute to product improvements by consolidating insights and building client-facing docs, leveraging SaaS support tools like Zendesk or Intercom. Remote LATAM role with a flexible setup.