Customer Support Specialist - Fully Remote

mercor; San Francisco (CA); Hybrid; MXN 734,000 - 918,000; Full time

Job summary

Mercor is seeking a Customer Success Engineer for the LatAm region to join our remote team on a contract basis. You will respond to queries, triage issues, and guide talent through our platform while maintaining a consistently positive tone in English.

The role involves analyzing telemetry data, debugging web applications, and building clear documentation to help users. Prior SaaS support experience is expected, with strong communication skills and a technical background.

Qualifications

• Degree in Computer Science, Software Engineering, or related technical field.
• Experience supporting customers on web applications (React, Node, Flask, Next.js).
• Experience using SaaS-based product support.

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

Debug web apps

Web applications

Customer support

Education

Degree in CS/SE

Tools

Zendesk

Intercom

Help Scout

Freshdesk

Crisp

Job description

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: $40,000–$50,000 Location: Remote

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.

Qualifications Must-Have

• Ability to debug web applications, likely from 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 , or Crisp .

Originally posted on Himalayas