Customer Success Engineer
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Job Description
Customer Success Engineer debugging Mercor’s AI and SaaS talent platform. Investigating user issues, triaging bugs, and improving support for AI-driven hiring workflows.
Responsibilities:
- Investigate talent-reported issues end-to-end by reproducing bugs, identifying root causes, and separating UX friction, model edge cases, and system defects
- Debug across the AI and SaaS stack using telemetry, logs, network inspection, and database queries
- Triage issues, escalating true engineering issues and resolving others through configuration, prompt refinement, or clear user guidance
- Surface systemic patterns and product risks to engineering and product leadership
- Create documentation and runbooks to reduce repeat issues and improve resolution speed
- Communicate with precision, professionalism, and empathy
- Support users throughout applications, AI-led interviews, offers, and payment processes
Requirements:
- Ability to debug web applications
- Degree in Computer Science, Software Engineering, or a related technical field from a top-tier institution OR prior experience at a high-growth technology startup
- Experience building modern web applications such as React, Node, Flask, or Next.js OR 2–5 years of experience supporting customers on such web applications
- Comfortable with AI systems, including LLMs, agents, or generative models
- Experience exploring AI tool behavior, including fine-tuning, prompt chains, chain-of-thought debugging, or building agents
- Ability to understand model outputs, failure modes, hallucinations, and feedback loops
- Familiarity with modern AI APIs such as OpenAI and Anthropic or agent frameworks such as LangChain and AutoGPT is a plus
- Native English-level writing proficiency
- Ability to work 6 days per week with substantial overlap with Pacific Time (PT/PST) working hours
Benefits:
- Referral opportunity to earn up to $90 for each successful referral
- Remote work arrangement
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