Lead Technical Support Engineer

About the job

Mercor connects elite creative and technical talent with leading AI research labs. Headquartered in San Francisco, our investors include Benchmark, General Catalyst, Peter Thiel, Adam D'Angelo, Larry Summers, and Jack Dorsey.

Position: Customer Success Engineer (LatAm)

Type: Contract

Compensation: $40,000–$50,000

Location: Remote

Role Responsibilities

Respond to support requests from Mercor’s talent pool who have questions or issues applying for roles on our platform.

Triage and investigate talent-reported issues by examining telemetry data, inspecting network requests, writing queries against our database, and troubleshooting common browser issues.

Consolidate insights and make recommendations about product areas needing improvement.

Build talent-facing documentation to address common questions in our support queue.

Maintain enthusiasm and positivity while writing replies in near-perfect English.

Qualifications

Must-Have

Ability to debug web applications, likely from a Degree in Computer Science, Software Engineering, or a related technical field OR experience building modern web applications (React, Node, Flask, Next.js, etc.) OR 2-5 years of experience supporting customers on such web applications.

Experience doing SaaS-based product work.

Experience using a support platform like Zendesk, Intercom, Help Scout, Freshdesk, or Crisp.

Application Process (Takes 20–30 mins to complete)

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