Senior 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 DAngelo Larry Summers and Jack Dorsey.

Position: Customer Success Engineer (India)
Type: Contract
Compensation: $25000$35000
Location: Remote
Commitment: Substantial overlap with Pacific Time (PT/PST)

Role Responsibilities

• Investigate talent-reported issues end-to-end. Reproduce bugs identify root causes and separate UX friction model edge cases and system defects.
• Debug across our AI SaaS stack using telemetry logs network inspection and database queries to understand production behavior.
• Triage with sound judgment. Escalate true engineering issues and resolve 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.

Qualifications

Must-Have

• Ability to debug web applications.
• Degree in Computer Science Software Engineering or a related technical field from a top-tier institution or prior experience at a high-growth technology startup.
• Experience building modern web applications (React Node Flask etc.).
• 2-5 years of experience supporting customers on such web applications.
• Comfortable with AI systems. Experience with LLMs agents or generative models.
• Experience exploring behavior of AI tools (fine-tuning prompt chains chain-of-thought debugging or building agents).
• Ability to understand model outputs failure modes hallucinations and feedback loops.

Preferred

• Familiarity with how modern AI APIs work (OpenAI Anthropic etc.) or how agent frameworks (LangChain AutoGPT etc.) function.

Application Process (Takes 2030 mins to complete)

• Upload resume
• AI interview based on your resume
• Submit form

Resources & Support

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PS: Our team reviews applications daily. Please complete your AI interview and application steps to be considered for this opportunity.