Customer Success Engineer (India) | $25k-$35k/yr Remote
Overview
Mercor is looking for a Customer Success Engineer to join their Talent Success team. You'll be the first point of contact for thousands of users joining the platform each week, helping them navigate interviews, resolve issues, and get paid. This role combines technical debugging with empathetic communication — you'll triage bug reports, work closely with the engineering team, and ensure every interaction leaves a positive impression. It's a remote, 6-day/week role with substantial overlap with Pacific Time hours.
What You'll Do6
- 1Investigate and resolve issues reported by talent: replicate bugs, determine root causes, and distinguish between UX problems, model edge cases, and system defects.
- 2Debug across the AI + SaaS stack using tools like telemetry, logs, network inspection, and database queries to understand production behavior.
- 3Make smart triage decisions — escalate genuine engineering issues while fixing others through config changes, prompt tweaks, or clear user guidance.
- 4Identify recurring patterns and product risks, then communicate them to engineering and product leadership.
- 5Create clear documentation and runbooks to prevent repeat issues and speed up future resolutions.
- 6Communicate with precision, empathy, and professionalism, maintaining a lighthearted yet professional tone.
Requirements4
- 1A technical background, either from a degree in Computer Science or a related field from a top-tier university, or hands-on experience at a fast-growing tech startup.
- 2Experience building modern web applications (e.g., React, Node, Flask, Next.js) OR 2-5 years of customer support on such apps.
- 3Comfort working with AI systems — you've experimented with LLMs, agents, or generative models, and understand model outputs, failure modes, hallucinations, and feedback loops.
- 4Familiarity with AI APIs (OpenAI, Anthropic) or agent frameworks (LangChain, AutoGPT) is a plus.
Who Should Apply
This role is perfect for someone who loves solving technical puzzles and has a knack for clear, empathetic communication. You should be deeply curious about how AI-powered platforms work, comfortable diving into logs and code, and able to juggle multiple support tickets while keeping a cheerful tone. If you've built web apps or supported users on SaaS platforms, and you're excited about the intersection of AI and marketplaces, you'll thrive here.
Salary Insight
$25,000 - $35,000 per year, based on experience and location.
Application Tip
When applying, highlight a specific example where you debugged a tricky issue in a web or AI application — describe how you identified the root cause and communicated the solution to a non-technical user. This will show you pair technical skills with empathy.
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