Lead Technical Support Engineer (Remote, Contract)

About the role

Mercor is seeking a Lead Technical Support Engineer to assist its talent pool across Latin America. This remote contract position involves troubleshooting web‑application issues, improving product processes, and delivering high‑quality support in English.

Key responsibilities

• Respond to support requests from talent applying for roles on Mercor’s platform.
• Investigate and triage issues by analyzing telemetry data, network requests, and database queries.
• Identify product gaps, consolidate insights, and recommend improvements.
• Create and maintain talent‑facing documentation for common support topics.
• Communicate with users in clear, near‑perfect English while maintaining a positive tone.

Required profile

• Degree in Computer Science, Software Engineering, or related field, or equivalent hands‑on experience.
• 2–5 years of experience supporting customers on modern web applications.
• Background in SaaS product environments.
• Familiarity with support platforms such as Zendesk, Intercom, Help Scout, Freshdesk, or Crisp.

Required skills

• React
• Node.js
• Flask
• Next.js
• Zendesk
• Intercom
• Help Scout
• Freshdesk
• Crisp

What we offer

• Contract compensation ranging from $40,000 to $50,000 per year.
• Fully remote work arrangement.
• Opportunity to shape support processes for a fast‑growing AI talent platform.