Customer Success Engineer – LatAm
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Job Description
Customer Success Engineer troubleshooting Mercor’s AI-powered hiring platform for Latin American users. Debugging web, SaaS, and AI issues while partnering with engineering and product teams.
Responsibilities:
- Ensure a delightful end-to-end experience for users applying to listings, taking AI-led interviews, accepting offers, and getting paid
- Respond quickly and effectively to user questions and issues
- Investigate talent-reported issues end-to-end by reproducing bugs, identifying root causes, and distinguishing 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
- Work directly with the engineering team
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 (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 writing proficiency
- Must currently reside in Latin America
- Ability to substantially overlap with Pacific Time (PT/PST) working hours
- Ability to work 6 days per week
Benefits:
- Remote work arrangement
- Referral bonus of up to $100 per successful referral
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