Remote Customer Success Engineer; LatAm - AI Trainer

Mercor’s Talent Success team is hiring! Our Talent Success team is responsible for ensuring everyone using our platform has a delightful experience end to end, from applying to job listings, taking our AI‑led interviews, accepting offers on our platform, and getting paid for their hard work.

Note:
This role is open only to candidates currently residing in Latin America. Applicants outside Latin America will not be considered.

Our Talent Success team is charged with providing a speedy and delightful experience to users who encounter issues or have questions. You will work directly with our engineering team, triaging and investigating bug reports so being savvy with modern websites and SaaS applications will be crucial. As the first interaction many talent users have with Mercor, maintaining an enthusiastic, upbeat tone while communicating at native English level proficiency is important.

We use a lighthearted and informal tone in our support communication while at the same time being very professional and precise in our replies.

Remote, 6‑day/week role requiring substantial overlap with Pacific Time (PT/PST) working hours.

• 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 — elevate 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.

• Ability to debug web applications, likely coming from either a 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 — you’ve played 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 how modern AI APIs work (OpenAI, Anthropic, etc.) or how agent frameworks (Lang Chain, AutoGPT, etc.) function is a plus.