Lead Technical Support Engineer (Remote)

About the role

Mercor connects elite creative and technical talent with AI research labs. As a Lead Technical Support Engineer you will help our talent pool resolve issues related to applying for roles on our platform, working remotely on a contract basis.

Key responsibilities

• Respond to support requests from talent regarding application processes.
• Investigate and triage issues by examining telemetry data, network requests, and database queries.
• Diagnose common browser problems and troubleshoot web‑application bugs.
• Consolidate insights and recommend product improvements.
• Create and maintain talent‑facing documentation for frequent questions.
• Communicate replies in clear, near‑perfect English while maintaining a positive tone.

Required profile

• 2–5 years of experience supporting customers on modern web applications.
• Degree in Computer Science, Software Engineering, or equivalent technical experience.
• Experience with SaaS‑based products.
• Familiarity with support platforms such as Zendesk, Intercom, Help Scout, Freshdesk or Crisp.

Required skills

• Debugging web applications (React, Node, Flask, Next.js).
• Writing SQL queries against databases.
• Analyzing telemetry data and network requests.
• Using support ticket systems (Zendesk, Intercom, Help Scout, Freshdesk, Crisp).

What we offer

• Contract position with compensation ranging from $40,000 to $50,000 per year.
• Fully remote work arrangement.