Customer Success Engineer – LatAm

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

📋 Description

• Deliver a fast and enjoyable support experience for users throughout their journey on the platform.

• Thoroughly investigate issues reported by talent, reproducing bugs, identifying root causes, and distinguishing between UX friction, model edge cases, and system defects.

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

• Triage issues by escalating genuine engineering problems and resolving others through configuration changes, prompt refinements, or user guidance.

• Identify systemic patterns and product risks and communicate these findings to engineering and product leadership.

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

• Communicate with clarity, professionalism, and empathy.

• Collaborate directly with the engineering team.

⛳️ Requirements

• Must be currently residing in Latin America; applications from outside this region will not be considered.

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

• Proven experience in building modern web applications (React, Node, Flask, Next.js, etc.) or 2–5 years of experience in customer support for such web applications.

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

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

• Ability to comprehend model outputs, failure modes, hallucinations, and feedback loops.

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

• Native-level proficiency in English writing.

• Capability to work during Pacific Time (PT/PST) hours significantly.

• Willingness to work 6 days a week.

🏝️ Benefits

• Opportunity for remote work.

• Full-time employment.

• Referral bonus of up to $100 for each successful referral (with referral limits applicable).

• Reasonable accommodations available upon request.