Senior Technical Support Engineer – Remote (Contract)

About the role

Mercur connects elite creative and technical talent with leading AI research labs. We are looking for a Senior Technical Support Engineer to join our remote Customer Success team, focusing on talent in Latin America. You will help users navigate our platform, troubleshoot issues, and improve the overall experience.

Key responsibilities

• Respond to support requests from talent applying for roles on our platform.
• Triage and investigate reported issues using telemetry data, network request inspection, and database queries.
• Identify product areas for improvement and provide actionable recommendations.
• Create and maintain talent‑facing documentation to address common questions.
• Communicate clearly and positively in near‑perfect English.

Required profile

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

Required skills

• Debugging web applications built with React, Node, Flask, or Next.js.
• Writing SQL queries and analyzing telemetry data.
• Familiarity with support ticket systems (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.
• Opportunity to work with cutting‑edge AI research labs and a high‑impact talent pool.