Customer Success Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Conduct thorough investigations of talent-reported issues from start to finish by replicating bugs, pinpointing root causes, and differentiating between UX friction, model edge cases, and system defects.

• Perform debugging across Mercor’s AI and SaaS infrastructure utilizing telemetry, logs, network analysis, and database queries.

• Manage issue triage, escalating engineering challenges while resolving others through configuration adjustments, prompt enhancements, or user support.

• Identify systemic trends and product vulnerabilities to relay to engineering and product management.

• Develop documentation and runbooks aimed at minimizing recurring issues and enhancing resolution efficiency.

• Communicate with clarity, professionalism, and empathy.

• Ensure a swift and enjoyable experience for users engaging with Mercor’s platform.

⛳️ Requirements

• Proficiency in debugging web applications.

• A degree in Computer Science, Software Engineering, or a related technical discipline from a prestigious institution OR relevant experience at a rapidly growing technology startup.

• Experience in building contemporary web applications utilizing technologies such as React, Node, Flask, or Next.js OR 2–5 years of experience in supporting clients on such web applications.

• Comfort in working with AI systems, including LLMs, agents, or generative models.

• Background in examining AI tool behavior, including fine-tuning, prompt chains, chain-of-thought debugging, or agent development.

• Capability to interpret model outputs, recognize failure modes, hallucinations, and feedback loops.

• Familiarity with modern AI APIs such as OpenAI and Anthropic, or agent frameworks like LangChain and AutoGPT is a plus.

• Native-level proficiency in English writing.

• Willingness to align significantly with Pacific Time working hours.

• Availability for a 6-day workweek.

🏝️ Benefits

• Opportunity for remote work.

• Referral bonus of up to $90 for each successful referral.