Senior Technical Support Engineer (Customer Success) – Remote

About the role

Mercor is seeking a Senior Technical Support Engineer to join its remote Customer Success team. You will work closely with AI‑powered SaaS products, helping talent across Latin America resolve technical issues and improve their experience.

Key responsibilities

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

Required profile

• Degree in Computer Science, Software Engineering, 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, etc.).
• Comfortable working with AI systems, large language models, and generative tools.
• Experience exploring AI tool behavior such as fine‑tuning, prompt chains, or building agents.

Required skills

• Debugging web applications
• React, Node.js, Flask, Next.js
• Telemetry, log analysis, network inspection, database queries
• Large language models, generative models
• OpenAI and Anthropic APIs
• LangChain, AutoGPT frameworks

What we offer

• Competitive contract compensation of $35‑$50 K per year.
• Fully remote work with flexible hours overlapping Pacific Time.
• Opportunity to work with cutting‑edge AI research labs.