Customer Success Engineer, LatAm

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

📋 Description

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

• Perform debugging across the AI and SaaS stack utilizing telemetry, logs, network analysis, and database queries.

• Assess issues, escalating genuine engineering challenges while resolving others through configuration adjustments, prompt enhancements, or providing clear user guidance.

• Highlight systemic trends and product risks to engineering and product management teams.

• Develop documentation and runbooks to minimize recurring issues and enhance resolution efficiency.

• Communicate with accuracy, professionalism, and empathy.

• Provide support to users throughout their experience on Mercor’s platform, including applications, AI-driven interviews, offers, and payment processes.

⛳️ Requirements

• Proficient in debugging web applications.

• A degree in Computer Science, Software Engineering, or a related technical discipline from a prestigious institution or relevant experience in a high-growth technology startup.

• Experience in developing modern web applications (React, Node, Flask, Next.js, etc.) or 2-5 years of experience assisting customers with such applications.

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

• Experience in analyzing AI tool behavior, including fine-tuning, prompt chains, chain-of-thought debugging, or building agents.

• Ability to interpret model outputs, understand failure modes, handle hallucinations, and manage feedback loops.

• Familiarity with contemporary AI APIs such as OpenAI and Anthropic, or agent frameworks like LangChain and AutoGPT is advantageous.

• Native-level proficiency in English writing.

• Must be residing in Latin America.

• Availability to work 6 days per week with significant overlap with Pacific Time (PT/PST) working hours.

🏝️ Benefits

• Competitive salary ranging from $35K to $50K per annum.

• Opportunity for remote work.

• Referral program offering up to $100 for each successful referral.