Customer Technical Support Engineer (Remote)

About the role

We are looking for a Customer Technical Support Engineer to join Mercor’s AI‑focused SaaS team. The role is remote and serves Latin American customers, helping them troubleshoot and optimise their use of cutting‑edge generative AI tools.

Key responsibilities

• Investigate and resolve talent‑reported issues from start to finish, reproducing bugs and identifying root causes.
• Debug across the AI + SaaS stack using telemetry, logs, network inspection, and database queries.
• Tri­age tickets, escalating true engineering problems while handling configuration or prompt‑related issues directly.
• Surface systemic patterns and product risks to engineering and product leadership.
• Create clear documentation and runbooks to reduce repeat incidents.
• Communicate solutions with precision, professionalism, and empathy.

Required profile

• Degree in Computer Science, Software Engineering, or equivalent experience at a high‑growth tech startup.
• 2‑5 years of experience building or supporting modern web applications.
• Comfortable working with AI systems, large language models, and generative tools.
• Ability to understand model outputs, failure modes, hallucinations, and feedback loops.

Required skills

• Debugging web applications.
• React, Node.js, Flask, Next.js.
• Python programming.
• Experience with OpenAI or Anthropic APIs.
• Familiarity with agent frameworks such as LangChain or AutoGPT.

What we offer

• Contract compensation between $35,000 and $50,000 per year.
• Fully remote work with overlap to Pacific Time.
• Opportunity to work at the intersection of AI research and SaaS product delivery.