Product Support Engineer (LATAM)

Mercans; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Mercans is seeking a Support Engineer to own 2–3 named client accounts end-to-end, handling L1–L2 issues and collaborating with AI for triage. You will become the client relationship layer, know configurations, attend reviews, and help train the AI with knowledge base content.

In this role you'll participate in 24/7 shift coverage, review AI suggested resolutions, and ensure tickets are properly documented with structured data. Strong communication and multi-country payroll knowledge are a plus.

Qualifications

• Bachelor's degree in IT, Business, HR, or equivalent professional experience in SaaS support or payroll operations.
• Minimum 2 years in SaaS product support, HRIS support, or payroll operations.
• Multi-country payroll experience preferred.
• Candidates from implementation, compliance, or BAU backgrounds with strong analytical skills will be considered.

Responsibilities

• Own all support tickets for designated clients from creation through resolution at L1–L2 complexity.
• Develop deep expertise in each client's product configuration, integrations, payroll rules, and country-specific compliance.
• Attend MBRs/QBRs for assigned clients, presenting ticket trends, root cause themes, and improvement actions.
• Maintain client artifacts: wage type catalogs, data dictionaries, and configuration guides.
• Engage BAU team members for country-specific payroll expertise while retaining full ticket ownership.
• Review AI-suggested resolutions for assigned clients, validate or correct them, and provide structured feedback.

Skills

Payroll configuration

Issue triage

AI validation

Client communication

Problem solving

YouTrack

Education

Bachelor's degree in IT/Business/HR

Tools

YouTrack

Job description

The Support Engineer owns 2–3 named client accounts end-to-end, handling L1 and L2 complexity. This role works in partnership with AI (which handles initial triage and suggests resolutions) and with the L3 team (which takes over deep technical investigations). Support Engineers are the client relationship layer: they know their clients' configurations, attend their reviews, and author the knowledge base content that trains the AI. They participate in shift rotation for 24/7 coverage, with AI agents handling initial triage and low-complexity resolutions around the clock.

Duties & Responsibilities

Client Account Ownership

• Own all support tickets for designated clients from creation through resolution at L1–L2 complexity
• Develop deep expertise in each client's product configuration, integrations, payroll rules, and country-specific compliance
• Attend MBRs/QBRs for assigned clients, presenting ticket trends, root cause themes, and improvement actions
• Maintain client artifacts: wage type catalogs, data dictionaries, and configuration guides
• Engage BAU team members for country-specific payroll expertise while retaining full ticket ownership

Investigation & Resolution

• Identify tickets requiring L3 investigation and elevate with structured context (symptoms, initial analysis, client impact, reproduction steps)
• Respond within SLA timelines: L1 within 1 hour, L2 within 4 hours, L3 within 1 business day
• Proactively validate deployment changelogs and release notes for impact on assigned client configurations
• Author and maintain knowledge base articles for common issues and resolutions; every resolved ticket contributes to the KB and AI training data
• Review AI-suggested resolutions for assigned clients, validate or correct them, and provide structured feedback
• Tag 100% of resolved tickets with structured resolution data for AI learning

24/7 Coverage

• Participate in shift rotation for 24/7 coverage as scheduled
• Handle cross-client tickets during off-peak shifts when primary account owners are off-shift
• Follow structured shift handover protocols

Skills & Qualifications

• Comfortable navigating payroll configuration, interface files, and configuration guides
• Able to triage issues and determine when L3 engagement is needed vs. independent resolution
• Comfortable working alongside AI tools; able to validate AI suggestions and provide structured feedback
• Professional client-facing communication skills; able to present in MBR/QBR settings
• Strong problem-solving with ability to trace issues from symptoms to root causes
• Proficient in YouTrack ticket management and query building

Experience & Education

• Bachelor's degree in IT, Business, HR, or equivalent professional experience in SaaS support or payroll operations
• Minimum 2 years in SaaS product support, HRIS support, or payroll operations
• Multi-country payroll experience preferred
• Candidates from implementation, compliance, or BAU backgrounds with strong analytical skills will be considered