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 clear user guidance.

• Identify systemic trends and product risks, communicating these insights to engineering and product leadership.

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

• Communicate with clarity, professionalism, and empathy.

• Assist users throughout their experience on Mercor’s platform, covering applications, AI-driven interviews, offers, and payment processes.

• Collaborate directly with the engineering team to investigate bug reports and production performance.

⛳️ 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 in 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 supporting customers on these web applications.

• Familiarity 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 agent development.

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

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

• Native-level proficiency in English writing.

• Must be currently residing in Latin America.

• Availability for a remote role requiring work 6 days a week with significant overlap with Pacific Time working hours.

🏝️ Benefits

• Earn up to $100 for each successful referral, subject to referral limits.

• Remote work arrangement.