Customer Success Engineer (AI SaaS) – Remote

About the role

We are looking for a Customer Success Engineer to support our AI‑driven SaaS platform for customers in Latin America. The role is fully remote and operates with substantial overlap with Pacific Time. You will act as the technical bridge between our product and its users, ensuring smooth adoption and rapid resolution of issues.

Key responsibilities

• Investigate and reproduce customer‑reported issues end‑to‑end, distinguishing between UX friction, model edge cases, and system defects.
• Debug across the AI + SaaS stack using telemetry, logs, network inspection, and database queries to understand production behavior.
• Tri­age issues with sound judgment, escalating true engineering problems while resolving others through configuration changes, prompt refinement, or clear guidance.
• Identify systemic patterns and product risks, communicating findings to engineering and product leadership.
• Create and maintain documentation and runbooks to reduce repeat incidents and improve resolution speed.
• Communicate with precision, professionalism, and empathy to customers and internal teams.

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 (React, Node.js, Flask, Next.js) or similar.
• 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.
• Telemetry analysis, log inspection, network troubleshooting, database querying.
• Experience with AI APIs such as OpenAI or Anthropic.
• Familiarity with agent frameworks like LangChain or AutoGPT.

What we offer

• Contract position with annual compensation between $35,000 and $50,000.
• Fully remote work with flexible schedule aligned to PT/PST.
• Opportunity to work closely with cutting‑edge AI research labs and a fast‑growing team.