Customer Success Engineer (LatAm) | $35k-$50k/yr Remote
Overview
Mercor is looking for a Customer Success Engineer based in Latin America to ensure users have a seamless experience on our platform. You'll be the frontline for troubleshooting issues, working closely with our engineering team to debug and resolve problems. This role requires a mix of technical savvy—especially with modern web and AI tools—and excellent communication skills to keep interactions professional yet friendly. It's a remote, 6-day/week position with significant overlap with Pacific Time hours.
What You'll Do6
- 1Own the resolution of user-reported issues from start to finish: reproduce bugs, identify root causes, and distinguish between UX friction, model edge cases, and system defects.
- 2Debug across our AI + SaaS stack using telemetry, logs, network inspection, and database queries to understand production behavior.
- 3Triage issues with sound judgment—escalate genuine engineering bugs to the team, and resolve others via configuration tweaks, prompt adjustments, or clear user guidance.
- 4Identify recurring patterns and product risks, then surface them to engineering and product leadership to improve the platform.
- 5Create clear documentation and runbooks to reduce repeat issues and speed up resolution time for the team.
- 6Communicate with precision, professionalism, and empathy in every user interaction—maintaining Mercor’s lighthearted yet thorough tone.
Requirements4
- 1Ability to debug web applications, backed by a Computer Science or related degree from a top-tier institution, or previous experience at a high-growth tech startup.
- 2Experience building modern web applications (e.g., React, Node, Flask, Next.js) OR 2-5 years of customer support experience on such web applications.
- 3Comfort with AI systems—you’ve played with LLMs, agents, or generative models, and understand model outputs, failure modes, hallucinations, and feedback loops.
- 4Familiarity with how modern AI APIs work (e.g., OpenAI, Anthropic) or agent frameworks (e.g., LangChain, AutoGPT) is a plus.
Who Should Apply
The ideal candidate is a technically fluent support engineer who thrives on solving complex, user-facing issues. You're comfortable diving into web app debugging and AI tooling, yet can communicate clearly and empathetically with users. You're based in Latin America, have native-level English writing skills, and are available for a 6-day work week with significant overlap with Pacific Time hours. You're proactive, love documenting solutions, and enjoy working alongside a fast-moving engineering team.
Salary Insight
Compensation ranges from $35,000 to $50,000 per year.
Application Tip
In your application, include a brief case study of a technical issue you diagnosed and resolved for a user—especially if it involved an AI-powered platform or required cross-team collaboration. This will demonstrate your debugging process and communication style.
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