Customer Technical Support Engineer

About the role

Mercor is seeking a Customer Technical Support Engineer to help its AI‑powered SaaS platform users resolve technical issues. The role is remote and focuses on troubleshooting, debugging, and guiding customers, especially in Latin America.

Key responsibilities

• Investigate and reproduce talent‑reported issues end‑to‑end, identifying root causes across UI friction, model edge cases, and system defects.
• Debug the AI + SaaS stack using telemetry, logs, network inspection, and database queries to understand production behavior.
• Tri­age issues, escalating true engineering problems while resolving others through configuration changes, prompt refinement, or clear guidance.
• Surface systemic patterns and product risks for engineering and product leadership.
• Create documentation and runbooks to reduce repeat incidents and improve resolution speed.
• Communicate findings with precision, professionalism, and empathy.

Required profile

• Degree in Computer Science, Software Engineering, or related field, or equivalent experience at a high‑growth tech startup.
• 2‑5 years of experience building or supporting modern web applications (React, Node, Flask, Next.js) or similar.
• Comfortable working with AI systems, large language models, and generative tools.
• Ability to understand model outputs, failure modes, hallucinations, and feedback loops.

Required skills

• Debugging web applications.
• React, Node.js, Flask, Next.js.
• Telemetry analysis, log inspection, network diagnostics, database querying.
• Experience with LLMs, prompt engineering, fine‑tuning, chain‑of‑thought debugging.
• Familiarity with AI APIs such as OpenAI and Anthropic.
• Knowledge of agent frameworks like LangChain or AutoGPT.

What we offer

• Competitive annual compensation between $35,000 and $50,000.
• Fully remote work with required overlap with Pacific Time.
• Opportunity to work at the intersection of AI research and SaaS product delivery.