Customer Success Engineer (India) | $25k-$35k/yr Remote
Overview
Mercor’s Talent Success group ensures a smooth journey for every user from applying to jobs to getting paid, all while keeping the experience friendly and efficient. In this role, you’ll be the first line of support for thousands of weekly interviewees, quickly diagnosing issues and guiding users with clarity. You’ll collaborate with the engineering team to reproduce bugs, analyze AI and SaaS behavior, and help improve the product based on real user feedback. This is a remote, full-time position that requires substantial overlap with Pacific Time and a proactive, upbeat communicator who can explain technical ideas in plain English. AI driven systems and modern web apps are at the heart of what you’ll troubleshoot every day.
What You'll Do6
- 1Reproduce and analyze user-reported issues from end to end, identifying root causes and distinguishing UX friction from defects
- 2Debug across the AI and SaaS stack using telemetry, logs, network inspection, and database queries to understand production behavior
- 3Prioritize and triage issues, escalating genuine engineering bugs while offering configuration tweaks or user-guidance for others
- 4Highlight systemic patterns and product risks to engineering and product leadership to drive improvements
- 5Create clear documentation and runbooks to reduce repeat issues and speed up resolutions
- 6Maintain precise, professional, and empathetic communication with users throughout interactions
Requirements5
- 1Experience debugging modern web applications built with frameworks such as react, node, or next.js
- 22-5 years in customer-facing roles for web apps or a technical background in software development
- 3Familiarity with AI systems, large language models, and AI tooling concepts like prompts, chains, or agents
- 4Ability to understand model outputs, failure modes, and feedback loops, with comfort around AI APIs (OpenAI, Anthropic) or agent frameworks (LangChain, AutoGPT)
- 5Strong written and spoken English with a warm, professional tone and the ability to explain technical concepts to non-technical users
Who Should Apply
The ideal candidate is a technically capable problem-solver who thrives in a fast-moving, remote setting. You should enjoy diagnosing issues across a complex AI-powered SaaS stack, communicating clearly with users, and collaborating with engineers to prevent recurring problems. Prior experience supporting web apps and comfort with AI concepts are a plus.
Salary Insight
Compensation ranges from $25,000 to $35,000 per year.
Location
Required Skills
Application Tip
Review a recent user issue you might troubleshoot end-to-end and outline how you would reproduce it, identify the root cause, and draft a concise resolution note you would share with a user.
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1Application received
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