Customer Success Engineer - AI SaaS

About the job
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 (Lat Am)
Type:
Contract
Compensation:
$35,000–$50,000/year

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.) OR  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.
Familiarity with modern  AI APIs  ( OpenAI ,  Anthropic , etc.) or how agent frameworks ( Lang Chain ,  AutoGPT , etc.) function is a plus.
Application Process (Takes 20–30 mins to complete)
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