• Provides support to various corporate and business line applications • Leads staff, assigns, prioritizes, and monitors work • Maintains confidentiality of work being performed • Develops and maintains relationships with business partners • Participates as subject matter expert on strategic initiatives • Develops customized reports using reporting tools • Analyzes company data to recommend initiatives • Identifies ways to customize and enhance current business applications • Executes test plans for system changes and projects • Helps senior management with reporting and analysis • Maintains corporate strategy projects and deliverables • Coaches team members and leads improvements

• Analyzes received support requests and identifies appropriate solutions, based on available basic data and own technical skills. • Escalates support requests that cannot be resolved at Level 1 to the higher technical level, according to established procedures. • Ensures monitoring and management of support requests throughout their lifecycle, until their closure. • Promptly informs the manager of any incident identified during the processing of requests. • Takes over and manages support requests from colleagues in situations of absence, ensuring business continuity. • Translates support requests or other documents, at the manager's request. • Ensures compliance with internal procedures and work instructions in the processing of each task. • Manages support requests considering the impact on warranty costs generated by operations and makes recommendations for part replacement, when necessary. • Proposes the creation or updating of items and/or databases, to continuously improve the knowledge base. • Applies and complies with the requirements of the client's quality management system.

• Perform tests in the client's environment to reproduce and identify the root cause of reported issues, analyzing and acting on evidence of technical or functional incidents to ensure accurate resolution. • Contribute to the development of training materials for users and team members, and assist in maintaining the knowledge base and research library. • Ensure, in coordination with the team, that all tickets are properly identified, assigned an owner, and recorded in the appropriate workflow. • Manage SLAs for the tickets under your responsibility, ensuring agreed deadlines are met. • Monitor backlog tickets and unassigned requests, ensuring they are correctly assigned and logged in the proper workflow. • Document solutions identified during ticket resolution to facilitate future reference in similar situations. • Handle tickets within the contracted SLA, closing them or escalating/forwarding them to the appropriate department. • Provide technical support to resolve problems and incidents, ensuring high-quality and timely service.

Role Description 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 (India) Type: Contract Compensation: $25,000–$35,000 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 - 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, Next.js, 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. Requirements - Familiarity with how modern AI APIs work (OpenAI, Anthropic, etc.) or how agent frameworks (LangChain, AutoGPT, etc.) function. Application Process - Upload resume - AI interview based on your resume - Submit form Resources & Support - For details about the interview process and platform information, please check: Interview Process - For any help or support, reach out to: support@mercor.com - Our team reviews applications daily. Please complete your AI interview and application steps to be considered for this opportunity.