Customer Success Engineer – Remote (LatAm)

About the role

Mercur is seeking a Customer Success Engineer to support Latin American users of its AI‑powered SaaS platform. You will act as the technical bridge between customers and product teams, ensuring smooth adoption and rapid resolution of issues.

Key responsibilities

• Investigate talent‑reported issues end‑to‑end, reproducing bugs and identifying root causes.
• Debug across the AI + SaaS stack using telemetry, logs, network inspection, and database queries.
• Tri­age incidents, escalating true engineering problems while resolving others through configuration or prompt refinement.
• Surface systemic patterns and product risks to engineering and product leadership.
• Create clear documentation and runbooks to reduce repeat issues 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 building or supporting modern web applications (React, Node, Flask, Next.js, etc.).
• Comfortable working with AI systems, large language models, and generative tools.
• 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)
• OpenAI API
• Anthropic API
• LangChain or AutoGPT frameworks

What we offer

• Contract role with competitive compensation ($35,000–$50,000 USD per year).
• Fully remote work with overlap to Pacific Time.
• Opportunity to work at the intersection of AI research and product engineering.