Customer Success Specialist

Mercor connects elite creative and technical talent with leading AI research labs. Headquartered in San Francisco, our investors include Benchmark , General Catalyst , Peter Thiel , Adam D'Angelo , Larry Summers , and Jack Dorsey .

Position: Customer Success Engineer (LatAm) Type: Contract Compensation: $35,000–$50,000 Location: Remote Commitment: Substantial overlap with Pacific Time (PT/PST)

Role Responsibilities

• Investigate talent-reported issues end-to-end. Reproduce bugs, identify root causes, and separate UX friction, model edge cases, and system defects.
• Debug across our AI + SaaS stack using telemetry, logs, network inspection, and database queries to understand production behavior.
• Triage with sound judgment. Escalate true engineering issues and resolve others via configuration, prompt refinement, or clear user guidance.
• Surface systemic patterns and product risks to engineering and product leadership.
• Create clear documentation and runbooks to reduce repeat issues and improve resolution speed.
• Communicate with precision, professionalism, and empathy.

Qualifications Must-Have

• 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 ( React , Node , Flask , Next.js , etc.).
• 2–5 years of experience supporting customers on such web applications.
• Comfortable with AI systems . Experience with LLMs , agents, or generative models.
• Experience exploring behavior of AI tools (fine-tuning, prompt chains, chain-of-thought debugging, or building agents).
• Ability to understand model outputs, failure modes, hallucinations, and feedback loops.

Preferred

• Familiarity with how modern AI APIs work ( OpenAI , Anthropic , etc.) or how agent frameworks ( LangChain , AutoGPT , etc.) function.