Remote AI SaaS Customer Success Engineer

Mercor; United States; Remote; MXN 1,019,000 - 1,529,000; Full time

Job summary

Mercor’s Talent Success team is hiring to ensure every user has a delightful experience on our platform, from applying to listings, AI-led interviews, offers, and payroll.

The role is remote, open only to candidates residing in Latin America, with a 6‑day workweek and substantial overlap with Pacific Time. You will triage bug reports, assist talent, and communicate clearly with empathy and professionalism.

Qualifications

• Degree in Computer Science, Software Engineering, or a related technical field.
• Experience building modern web applications (React, Node, Flask, Next.js, etc.).
• 2–5 years of experience supporting customers on such web applications.
• Comfortable with AI systems — you’ve played with LLMs, agents, or generative models.
• Experience exploring behavior of AI tools (fine-tuning, prompt chains, chain-of-thought debugging, or building agents).
• Ability to understand model outputs, failure modes, hallucinations, and feedback loops.

Responsibilities

• Investigate talent-reported issues end-to-end: reproduce bugs, identify root causes, and separate UX friction, model edge cases, and system defects.
• Debug across our AI + SaaS stack using telemetry, logs, network inspection, and database queries to understand production behavior.
• Triage with sound judgment — lift true engineering issues and resolve others via configuration, prompt refinement, or clear user guidance.
• Surface systemic patterns and product risks to engineering and product leadership.
• Create clear documentation and runbooks to reduce repeat issues and improve resolution speed.
• Communicate with precision, professionalism, and empathy.

Skills

Web debugging

Customer support

English fluency

AI systems literacy

Bug reproduction

Education

Degree in CS/Software Eng

Tools

OpenAI API

LangChain

AutoGPT

AI tooling

Job description

Mercor’s Talent Success team is hiring to ensure every user has a delightful experience on our platform, from applying to listings, AI-led interviews, offers, and payroll.

The role is remote, open only to candidates residing in Latin America, with a 6‑day workweek and substantial overlap with Pacific Time. You will triage bug reports, assist talent, and communicate clearly with empathy and professionalism.