Customer Success Engineer – LatAm
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Job Description
Customer Success Engineer debugging Mercor’s AI and SaaS talent platform for Latin American users. Triaging issues, guiding users, and surfacing product risks to engineering.
Responsibilities:
- Provide a speedy and delightful support experience to users throughout their application, interview, offer, and payment journeys
- Investigate talent-reported issues end-to-end by reproducing bugs, identifying root causes, and distinguishing UX friction, model edge cases, and system defects
- Debug the AI and SaaS stack using telemetry, logs, network inspection, and database queries to understand production behavior
- Triage issues, escalating genuine engineering problems 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
- Work directly with the engineering team on bug reports
Requirements:
- Currently residing in Latin America; applicants outside Latin America will not be considered
- 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 (React, Node, Flask, Next.js, etc.) 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 proficiency in writing
- Ability to work a remote, 6-day/week schedule with substantial overlap with Pacific Time (PT/PST) working hours
Benefits:
- Remote work
- Referral compensation of up to $100 per successful referral (referral limits apply)
- Reasonable accommodations upon request
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