Remote Customer Success Engineer – AI SaaS Troubleshooter

Confidential; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Zekai's partner's Talent Success team is hiring to ensure every user on the platform has a delightful end-to-end experience—from applying to job listings, through AI-led interviews to offers and payroll. The role focuses on triaging bug reports, debugging web apps, and communicating clearly with users in native English.

It is a 100% remote contract based in the United States, with a 6-day workweek and substantial overlap with Pacific Time.

Qualifications

• Degree in Computer Science, Software Engineering, or related field.
• Experience building modern web applications (React, Node, Flask, Next.js).
• 2–5 years of experience supporting customers on such web applications.
• Comfortable with AI systems — familiar with LLMs and agents.
• Experience exploring AI tool behavior (fine-tuning, prompts) or building agents.
• Ability to understand AI model outputs, failure modes, and feedback loops.
• Familiar with AI APIs (OpenAI, Anthropic) or agent frameworks (LangChain, AutoGPT).

Responsibilities

• Investigate talent-reported issues end-to-end: reproduce bugs and identify root causes.
• Debug across AI + SaaS stack using telemetry, logs, network inspection, and DB queries.
• Triage with sound judgment — distinguish engineering issues and resolve via configuration or guidance.
• Surface systemic patterns and product risks to leadership.
• Create clear documentation and runbooks to reduce repeats.
• Communicate with precision, professionalism, and empathy.

Skills

Web debugging

React/Node/Flask/Next.js

Customer support

AI systems familiarity

AI tool behavior analysis

AI APIs / agent frameworks awareness

Education

CS/Engineering degree

Job description

Zekai's partner's Talent Success team is hiring to ensure every user on the platform has a delightful end-to-end experience—from applying to job listings, through AI-led interviews to offers and payroll. The role focuses on triaging bug reports, debugging web apps, and communicating clearly with users in native English.

It is a 100% remote contract based in the United States, with a 6-day workweek and substantial overlap with Pacific Time.