Remote Customer Success Engineer – LatAm

mercor

Mexico

Remote

PHP 2,506,000 - 3,133,000

Full time

5 days ago

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Job summary

Mercor is seeking a Customer Success Engineer (LatAm) for a remote, contract role. You will support talent applying for roles on the Mercor platform, triage issues, and help improve the product based on insights. Excellent English and a positive, client-focused approach are essential.

The role emphasizes swift troubleshooting, documentation creation, and cross-functional collaboration with the engineering and product teams.

Qualifications

Degree in Computer Science, Software Engineering, or related technical field.
Experience building modern web apps (React, Node, Flask, Next.js).
2-5 years of experience supporting customers on such web applications.
Experience with 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.