Customer Success Engineer – LatAm

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

📋 Description

• Deliver a fast and enjoyable experience for talent utilizing Mercor’s platform.

• Thoroughly investigate issues reported by talent from start to finish by reproducing bugs, pinpointing root causes, and distinguishing between UX friction, model edge cases, and system defects.

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

• Prioritize issues by escalating genuine engineering challenges while resolving others through configuration adjustments, prompt refinements, or effective user guidance.

• Identify systemic patterns and potential product risks to engineering and product leadership.

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

• Communicate with clarity, professionalism, and empathy.

• Collaborate directly with the engineering team while assisting users with applications, AI-led interviews, offers, and payment processes.

⛳️ Requirements

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

• Proficient in debugging web applications.

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

• Experience in developing modern web applications such as React, Node, Flask, or Next.js, 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.

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

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

• Native-level proficiency in English writing.

• Willingness to work on a 6-day/week schedule with significant overlap with Pacific Time (PT/PST) working hours.

🏝️ Benefits

• Remote work opportunity.

• Full-time employment.

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

• Reasonable accommodations available upon request.