Customer Success Specialist
New
M
MercorAI SaaS
Source API remote eligibility restrictions: Anguilla, Antigua and Barbuda, Argentina, Aruba, Bahamas, Barbados, Belize, Bermuda, Bonaire, Sint Eustatius and Saba, Bolivia, Brazil, Cayman Islands, Chile, Colombia, Costa Rica, Cuba, Dominica, Dominican Republic, Ecuador, El Salvador, Falkland Islands (Malvinas), Grenada, Guatemala, Guyana, Haiti, Honduras, Jamaica, Mexico, Montserrat, Nicaragua, Panama, Paraguay, Peru, Puerto Rico, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, South Georgia and the South Sandwich Islands, Suriname, Trinidad and Tobago, Turks and Caicos Islands, Uruguay, Venezuela, Virgin Islands, British, Virgin Islands, U.S., Substantial overlap with Pacific Time (PT/PST)ContractSenior
Salary35,000 - 50,000 USD per year
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Job Details
- Experience
- 2–5 years of experience supporting customers on such web applications.
- Required Skills
- Node.jsFlaskNext.jsReactPrompt EngineeringGenerative AI
Requirements
- Be able to debug web applications.
- Have a degree in Computer Science, Software Engineering, or a related technical field from a top-tier institution, or prior experience at a high-growth technology startup.
- Have experience building modern web applications, such as with React, Node, Flask, or Next.js.
- Have 2–5 years of experience supporting customers on such web applications.
- Be comfortable with AI systems, including LLMs, agents, or generative models.
- Have experience exploring AI tool behavior, such as fine-tuning, prompt chains, chain-of-thought debugging, or building agents.
- Be able to understand model outputs, failure modes, hallucinations, and feedback loops.
- Familiarity with modern AI APIs such as OpenAI or Anthropic, or agent frameworks such as LangChain or AutoGPT, is preferred.
Responsibilities
- Investigate talent-reported issues end-to-end, reproduce bugs, identify root causes, and distinguish UX friction, model edge cases, and system defects.
- Debug across the AI and SaaS stack using telemetry, logs, network inspection, and database queries.
- Triage issues, escalate engineering problems, and resolve other issues through configuration, prompt refinement, or user guidance.
- Surface systemic patterns and product risks to engineering and product leadership.
- Create documentation and runbooks to reduce repeat issues and improve resolution speed.
- Communicate with precision, professionalism, and empathy.
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