Lead Technical Support Engineer

About the role

Mercor is seeking a Lead Technical Support Engineer to help customers troubleshoot and resolve issues across its AI‑powered SaaS platform. This remote contract position works closely with talent users in Latin America and requires strong technical debugging skills and familiarity with modern 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 clear guidance.
• Surface systemic patterns and product risks for 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 building or supporting modern web applications (React, Node, Flask, Next.js, etc.).
• Comfortable working with AI systems, large language models, and generative tools.
• Experience exploring AI behavior such as 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
• Telemetry and log analysis
• Network inspection
• Database queries
• Large Language Models (LLMs)
• OpenAI API
• Anthropic API
• LangChain (or similar agent frameworks)
• AutoGPT

What we offer

• Competitive contract compensation of $35,000–$50,000 per year
• Fully remote work with required overlap with Pacific Time
• Opportunity to work with cutting‑edge AI research labs