• 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.

• Serve as a primary point of contact for brokerage clients via email, chat, and ticketing systems • Assist customers with new account onboarding, KYC documentation, and account setup • Respond to inquiries related to logins, platform access, market data, order routing, balances, and funding requests • Help troubleshoot common trading platform or connectivity issues • Deliver high-touch service to active traders in a timely and professional manner • Monitor incoming support queues and prioritize urgent trader issues • Assist with account maintenance requests including profile updates, permissions, and basic account changes • Coordinate with clearing firms, FCM partners, and internal teams when escalations are required • Track support trends and recurring issues to improve internal workflows • Escalate suspicious activity, complaints, or regulatory concerns appropriately • Follow internal procedures related to AML, KYC, privacy, and recordkeeping • Maintain accurate documentation of all client interactions and requests • Help build knowledge base articles, macros, and SOPs as Tradeify Brokerage scales • Identify opportunities to improve customer experience, turnaround times, and internal processes • Provide product feedback based on trader pain points and support data