Lead Technical Support Engineer (Remote)

About the role

Mercor is seeking a Lead Technical Support Engineer to help customers troubleshoot and optimize AI‑powered SaaS applications. This is a remote, contract position focused on the Latin America market, offering a blend of technical debugging and customer success responsibilities.

Key responsibilities

• Investigate talent‑reported issues end‑to‑end, reproducing bugs and identifying root causes.
• Debug across the AI + SaaS stack using telemetry, logs, network inspection, and database queries.
• Tri­age issues, escalating true engineering problems while resolving others through configuration or guidance.
• Surface systemic patterns and product risks for engineering and product leadership.
• Create clear documentation and runbooks to reduce repeat incidents.
• Communicate solutions with precision, professionalism, and empathy.

Required profile

• Ability to debug web applications.
• Degree in Computer Science, Software Engineering, or equivalent experience at a high‑growth tech startup.
• 2‑5 years supporting customers on modern web applications (React, Node, Flask, Next.js) or building such applications.
• Comfortable working with AI systems, LLMs, agents, and generative models.
• Experience exploring AI tool behavior (fine‑tuning, prompt chains, chain‑of‑thought debugging).
• Understanding of model outputs, failure modes, hallucinations, and feedback loops.

Required skills

• Web application debugging
• React
• Node.js
• Flask
• Next.js
• Telemetry and log analysis
• Network inspection
• Database querying
• OpenAI API
• Anthropic API
• LangChain
• AutoGPT
• Large Language Models (LLMs)

What we offer

• Annual compensation between $35,000 and $50,000 (USD)
• Fully remote work with flexible hours overlapping Pacific Time
• Contract engagement with a leading AI research talent platform