Customer Success Engineer – LatAm

• Provide a speedy and delightful experience to talent using Mercor’s platform
• Investigate talent-reported issues end-to-end by reproducing bugs, identifying root causes, and separating UX friction, model edge cases, and system defects
• Debug across the AI and SaaS stack using telemetry, logs, network inspection, and database queries
• Triage issues, escalating true engineering problems and resolving others through configuration, prompt refinement, or clear user guidance
• Surface systemic patterns and product risks to engineering and product leadership
• Create documentation and runbooks to reduce repeat issues and improve resolution speed
• Communicate with precision, professionalism, and empathy
• Work directly with the engineering team while supporting users through applications, AI-led interviews, offers, and payments

• Currently residing in Latin America; applicants outside Latin America will not be considered
• Ability to debug web applications
• Degree in Computer Science, Software Engineering, or a related technical field from a top-tier institution, or prior experience at a high-growth technology startup
• Experience building modern web applications such as React, Node, Flask, or Next.js, or 2–5 years of experience supporting customers on such web applications
• Comfortable with AI systems, including LLMs, agents, or generative models
• Experience exploring AI-tool behavior, including fine-tuning, prompt chains, chain-of-thought debugging, or building agents
• Ability to understand model outputs, failure modes, hallucinations, and feedback loops
• Familiarity with modern AI APIs such as OpenAI and Anthropic or agent frameworks such as LangChain and AutoGPT is a plus
• Native English-level writing proficiency
• Availability for a 6-day/week schedule with substantial overlap with Pacific Time (PT/PST) working hours

• Remote work
• Full-time position
• Referral bonus of up to $100 per successful referral (referral limits apply)
• Reasonable accommodations upon request