Technical Support Engineer (Customer Success) – Remote

About the role

Mercur is seeking a Technical Support Engineer to join its Customer Success team, focusing on AI‑powered SaaS products. This remote, contract position supports users across Latin America, ensuring smooth experiences with cutting‑edge generative AI tools.

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, prompt refinement, or user guidance.
• Surface systemic patterns and product risks for engineering and product leadership.
• Create clear documentation and runbooks to reduce repeat issues and improve resolution speed.
• Communicate 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 building or supporting modern web applications (React, Node, Flask, Next.js, etc.).
• Comfortable working with AI systems, large language models, and generative models.
• Experience exploring AI tool behavior (fine‑tuning, prompt chains, chain‑of‑thought debugging, or building agents).
• Ability to understand model outputs, failure modes, hallucinations, and feedback loops.

Required skills

• Debugging web applications
• React
• Node.js
• Flask
• Next.js
• Python (implied for AI work)
• Large Language Models (LLMs)
• Generative AI models
• Prompt engineering & fine‑tuning
• OpenAI API
• Anthropic API
• LangChain or AutoGPT frameworks
• Telemetry analysis, log inspection, network inspection, database querying

What we offer

• Competitive contract 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 and products.