Technical Support Engineer

Obsidian; Ciudad de México; Presencial; MXN 500.000 - 700.000; Jornada completa

Descripción de la vacante

Mercor is hiring a support specialist to assist our talent pool with job applications on our platform. Your role will involve troubleshooting web application issues and ensuring a positive user experience.

Ideal candidates will have a background in Computer Science or proven experience with modern web applications. Excellent communication skills and a knack for customer service will be essential for this role. This position offers the opportunity to work in a fast-growing, profitable company.

Formación

• Ability to debug web applications either through formal education or hands-on experience.
• Experience in SaaS-based product work is essential.
• Proficiency with support platforms is required.

Responsabilidades

• Respond to support requests from the talent pool.
• Investigate and triage reported issues.
• Consolidate insights for product improvement.
• Build talent-facing documentation.
• Maintain an upbeat tone in replies.

Conocimientos

Debugging web applications

SaaS-based product experience

Using support platforms (Zendesk, Intercom)

Strong communication skills

Educación

Degree in Computer Science or related field

2-5 years experience supporting customers

Descripción del empleo

Mercor’s Talent Success team is hiring! Our Talent Success team is responsible for ensuring everyone using our platform is having a delightful experience end to end, from applying to job listings, taking our AI-led interviews, accepting offers on our platform, and getting paid for their hard work.

About the Role

Mercor has thousands of users joining the platform each week to interview for different roles our clients have posted. When they run into issues or have questions and reach out for help, you will be responsible for giving them a speedy and delightful experience.

You will work directly with our engineering team, triaging and investigating bug reports so being super savvy with modern websites and issues SaaS-type applications run into will come in handy.

Since your conversations with the talent applying on our platform will often be the first interaction someone has with Mercor, maintaining an enthusiastic, upbeat tone while writing at native English level proficiency is important. We use a lighthearted and informal tone in our support communication while at the same time being very professional and precise in our replies.

Key Responsibilities

• Respond to support requests from Mercor’s talent pool who have a question or issue applying for roles on our platform
• Triage and investigate talent-reported issues, which could involve looking at telemetry data, inspecting network requests, writing queries against our database, and troubleshooting common browser issues.
• Consolidate insights and make recommendations about product areas we need to improve
• Build talent-facing documentation to answer common questions we get in our support queue
• Maintain enthusiasm and positivity while writing replies in near-perfect English

Qualifications

• Ability to debug web applications, likely coming from either a
  • Degree in Computer Science, Software Engineering, or a related technical field OR
  • Experience building modern web applications (React, Node, Flask, Next.js, etc.) OR
  • 2-5 years of experience supporting customers on such web applications
• Experience doing SaaS-based product work.
• Experience using a support platform (like Zendesk, Intercom, Help Scout, Freshdesk, Crisp)

At Mercor, we recognize that exceptional ability comes in all forms, a core philosophy on which we built our platform. Because of this, we welcome candidates from diverse backgrounds with unique experiences and transferable skill sets, even if they don't meet all the preferred qualifications listed above.

About Mercor

Mercor is training models that predict how well someone will perform on a job better than a human can. Similar to how a human would review a resume, conduct an interview, and decide who to hire, we automate all of those processes with LLMs. Our technology is so effective it’s used by all of the top 5 AI labs.

We crossed a $100M revenue run rate and have averaged 59% month over month growth for the last 6 months, making us the fastest growing company in the world. The team is small, and we remain extremely profitable because we can’t hire great people as fast as revenue is growing.