Lead Technical Support Engineer – Remote

About the role

Mercurial connects elite creative and technical talent with leading AI research labs. We are looking for a Lead Technical Support Engineer to join our remote team and help talent navigate our platform.

Key responsibilities

• Respond to support requests from talent applying for roles on our platform.
• Triage and investigate issues by examining telemetry data, inspecting network requests, writing database queries, and troubleshooting browser problems.
• Consolidate insights and recommend product improvements.
• Create talent‑facing documentation to address common questions.
• Maintain enthusiasm and write replies in near‑perfect English.

Required profile

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

Required skills

• React
• Node.js
• Flask
• Next.js
• SQL (database querying)
• Zendesk
• Intercom
• Help Scout
• Freshdesk
• Crisp

What we offer

• Contract position with a compensation range of $40,000–$50,000 per year.
• Fully remote work environment.