Senior Technical Support Engineer

About the role

Mercor is seeking a Senior Technical Support Engineer to join its remote Customer Success team, focusing on Latin America. The role involves troubleshooting AI‑powered SaaS applications, collaborating with engineering, and ensuring a smooth experience for talent users.

Key responsibilities

• Investigate talent‑reported issues end‑to‑end, reproduce bugs and identify 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 via configuration or guidance.
• Surface systemic patterns and product risks to engineering and product leadership.
• Create documentation and runbooks to reduce repeat incidents and improve resolution speed.
• 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 supporting or building modern web applications (React, Node, Flask, Next.js, etc.).
• Comfortable working with AI systems, large language models, and generative AI tools.
• Experience exploring AI behavior such as fine‑tuning, prompt chaining, and debugging.
• Ability to understand model outputs, failure modes, hallucinations, and feedback loops.

Required skills

• Debugging web applications
• React
• Node.js
• Flask
• Next.js
• Large language models (LLMs)
• Generative AI
• OpenAI API
• Anthropic API
• LangChain (or similar agent frameworks)
• AutoGPT

What we offer

• Competitive compensation ranging from $35,000 to $50,000 per year.
• Fully remote work with flexible hours overlapping Pacific Time.
• Opportunity to work with cutting‑edge AI research labs.