Senior Technical Support Engineer – Remote (LatAm)

About the role

Mercur connects elite creative and technical talent with leading AI research labs. We are seeking a Senior Technical Support Engineer to join our remote Customer Success team, focusing on Latin America (LatAm) customers.

Key responsibilities

• Investigate talent‑reported issues end‑to‑end, reproduce bugs, identify root causes and differentiate UX friction, model edge cases, and system defects.
• Debug across our AI‑plus‑SaaS stack using telemetry, logs, network inspection, and database queries to understand production behavior.
• Triage issues with sound judgment, escalating true engineering problems while resolving others via configuration, prompt refinement, or clear user guidance.
• 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 with precision, professionalism, and empathy.

Required profile

• Ability to debug web applications.
• 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 with AI systems, including experience with large language models, agents, or generative models.
• Experience exploring AI tool behavior (fine‑tuning, prompt chains, chain‑of‑thought debugging, or building agents).
• Understanding of model outputs, failure modes, hallucinations, and feedback loops.

Required skills

• React
• Node.js
• Flask
• Next.js
• Web application debugging
• OpenAI API
• Anthropic API
• LangChain
• AutoGPT

What we offer

• Competitive 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 a high‑impact product.