Customer Success Engineer - Fully Remote

Imagine a role where your technical prowess directly empowers the world's brightest minds in AI. At mercor, we're building the bridge between elite creative and technical talent and groundbreaking AI research labs. If you thrive on solving intricate problems, enjoy digging into complex systems, and love helping people succeed, then this fully remote Customer Success Engineer position might just be your next great adventure. We're looking for someone exceptional to join our global team, contributing from anywhere in the world, with a key alignment to Pacific Time.

Overview

mercor stands at the forefront of connecting top-tier creative and technical professionals with leading AI research institutions. Headquartered in San Francisco, our vision is supported by a distinguished group of investors including Benchmark, General Catalyst, Peter Thiel, Adam D'Angelo, Larry Summers, and Jack Dorsey. This is a Contract Customer Success Engineer role, offering a competitive annual compensation of $35,000–$50,000. It's a truly global, fully remote opportunity, open to talent worldwide, with the expectation of substantial overlap with Pacific Time (PT/PST).

Key Responsibilities

You will meticulously investigate issues reported by our talent, diving deep to reproduce bugs, identify root causes, and distinguish between user experience nuances, model edge cases, and genuine system defects.
Debugging will be a core part of your day, navigating our comprehensive AI and SaaS stack. You will leverage telemetry, logs, network inspection, and database queries to understand system behavior in production environments.
Exercising sound judgment, you will skillfully triage incoming issues, escalating critical engineering problems while adeptly resolving others through configuration adjustments, prompt refinements, or providing clear, concise user guidance.
Beyond individual fixes, you'll be a vital conduit, surfacing systemic patterns and potential product risks directly to our engineering and product leadership.
Craft clear documentation and robust runbooks, creating resources that reduce repeat issues and significantly enhance resolution speeds.
Every interaction requires precision, professionalism, and empathy in your communication.

Requirements

You possess a strong ability to debug complex web applications effectively.
An investigative mindset coupled with strong problem-solving and analytical skills is essential.
Excellent verbal and written communication skills are crucial, enabling you to explain technical concepts clearly and empathetically to diverse audiences.
You demonstrate a proactive approach to problem-solving and an unwavering commitment to user success.
Crucially, your working hours will have substantial overlap with Pacific Time (PT/PST) to ensure seamless collaboration with our core team.
Familiarity with modern web technologies, database querying, and log analysis tools is highly desirable.
Experience with AI/ML concepts and SaaS platforms would be a significant advantage.

What You'll Gain

Joining mercor means you will contribute directly to a platform empowering the future of AI.
You will work alongside a passionate team backed by some of the most influential investors in technology.
This fully remote, worldwide contract position offers the flexibility to work from anywhere, provided you align with Pacific Time.
You will sharpen your debugging prowess across a modern AI and SaaS stack.
More importantly, you will play a pivotal role in ensuring the success of elite talent, directly impacting groundbreaking AI research.