Customer Support Specialist - Fully Remote

About the Role

This opportunity is with Mercor, a company that connects top creative and technical professionals with leading AI research organizations. The business is based in San Francisco and is backed by investors including Benchmark, General Catalyst, Peter Thiel, Adam D'Angelo, Larry Summers, and Jack Dorsey.

The role is for a Customer Success Engineer in India on a contract basis. The compensation range is $25,000 to $35,000, and the work setup is fully remote. Candidates should be able to overlap substantially with Pacific Time (PT/PST).

What You’ll Do

• Dig into issues reported by talent from start to finish, reproduce problems, determine the underlying cause, and distinguish between interface friction, model edge cases, and true system defects.
• Work across the AI and SaaS environment using telemetry, logs, network-level checks, and database queries to understand how the product behaves in production.
• Make careful triage decisions: route genuine engineering issues to the right teams and handle the rest through configuration changes, prompt improvements, or direct user guidance.
• Identify recurring patterns and product risks, and share those insights with engineering and product leadership.
• Build clear documentation and runbooks that help prevent repeat issues and speed up resolution.
• Communicate with accuracy, professionalism, and empathy.

Requirements

• You should be capable of debugging web applications, ideally backed by a Computer Science, Software Engineering, or similar technical degree from a strong institution, or by experience at a fast-growing technology startup.
• You either have experience building modern web apps using tools such as React, Node, Flask, or Next.js, or you have 2 to 5 years of experience supporting customers for similar web applications.
• You must be comfortable working with AI systems and have hands-on exposure to LLMs, agents, or generative models.
• You should have experience exploring AI tool behavior, including fine-tuning, prompt chains, chain-of-thought debugging, or building agents.
• You need to understand model outputs, failure modes, hallucinations, and feedback loops.
• Familiarity with modern AI APIs such as OpenAI or Anthropic, or with agent frameworks like LangChain or AutoGPT, is a plus.

Application Process

The application is expected to take about 20 to 30 minutes and includes three steps: uploading a resume, completing an AI interview based on the resume, and submitting the form.

Resources and Support

For interview-process details and platform information, candidates can refer to the company’s documentation. For help or support, they can contact the support team by email.

Additional Information

The team reviews applications every day. Applicants should complete both the AI interview and the rest of the application steps to be considered for the role.