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 (LatAm) Type: Contract Compensation: $40,000–$50,000 Location: Remote Role Responsibilities - Respond to support requests from Mercor’s talent pool who have questions or issues applying for roles on our platform. - Triage and investigate talent-reported issues by examining telemetry data, inspecting network requests, writing queries against our database, and troubleshooting common browser issues. - Consolidate insights and make recommendations about product areas needing improvement. - Build talent-facing documentation to address common questions in our support queue. - Maintain enthusiasm and positivity while writing replies in near-perfect English. Qualifications - Ability to debug web applications, likely from a Degree in Computer Science, Software Engineering, or a related technical field OR experience building modern web applications (React, Node, Flask, Next.js, etc.) OR 2-5 years of experience supporting customers on such web applications. - Experience doing SaaS-based product work. - Experience using a support platform like Zendesk, Intercom, Help Scout, Freshdesk, or Crisp. Requirements - Application Process (Takes 20–30 mins to complete) - Upload resume - AI interview based on your resume - Submit form Resources & Support - For details about the interview process and platform information, please check: https://talent.docs.mercor.com/welcome - For any help or support, reach out to: support@mercor.com - PS: Our team reviews applications daily. Please complete your AI interview and application steps to be considered for this opportunity.

Role Description As an Application Support Analyst at Enverus, you will play a crucial role in ensuring our customers and internal teams receive exceptional support and guidance to maximize the value of our software applications. You will be responsible for troubleshooting, diagnosing, and resolving user issues and will have the opportunity to work on cutting-edge Enverus software products. Your expertise and commitment to customer experience will be essential to our success. - Provide front-line support for software applications via email, phone, and video call within organization-level agreements. - Troubleshoot UI and API issues, collaborating with users to resolve problems efficiently and escalate when necessary. - Maintain organized records of customer requests with accurate documentation. - Ensure regular and predictable attendance for the designated shift, including rotating holiday support. - Educate customers to help them gain value from our suite of products and drive high customer satisfaction. - Advocate for customer needs by sharing actionable feedback, escalating product issues with key details, and anticipating next steps. - Provide timely updates to customers on unresolved issues. - Investigate advanced technical issues and collaborate with team members or stakeholders to identify solutions. - Gain a complete understanding of client requirements before providing solutions. - Collaborate with team members, contribute to team discussions, and ensure cases flow effectively to neighboring departments. - Follow department and company processes and procedures. - Maintain deep product and technical knowledge to ensure accurate, high-quality support. - Participate in cross-training to broaden skills and improve collaboration and customer outcomes. - Contribute to internal and external self-help documentation. - Support special assignments and projects in partnership with Senior Analysts and Managers. Qualifications - Degree in Electrical Engineering or related field, or equivalent technical experience (preferred) - 2+ years of experience in application support roles or similar client-facing positions - Proficient in task and project management - Understanding of Python, FTP, and API fundamentals - Ability to work independently with a “Figure It Out” mindset - Proficient in English - General understanding of the power and electric markets, including congestion, its drivers, and impacts (preferred) - Experience in Power and Renewables (Solar, Wind, Utilities, Grid, or the general energy space) (preferred) - Experience with CRM platforms (e.g., Salesforce) and Atlassian tools (e.g., Jira, Confluence) (preferred) - Grafana and/or Databricks experience (preferred) - Experience with Power Automate (preferred) - Proficiency with Microsoft 365 Suite (preferred) - Certifications such as ITIL, CompTIA+ (preferred) Physical Demands - Ability to sit for long periods, work on a computer with repetitive motions, and utilize devices typically in an office environment. - Travel requirements: 0% or as required for company needs.

• Provide Tier 1 application support for the FOCUS billing system • Act as the primary subject matter expert (SME) for FOCUS billing workflows, configurations, and business rules • Troubleshoot and resolve issues related to: Charge capture and posting, Claims generation, submission, and reprocessing, Remittances, adjustments, denials, and write-offs, Patient demographics, insurance setup, and eligibility • Support Medicare, Medicaid, and commercial payer billing requirements specific to dialysis services • Investigate data integrity issues and billing discrepancies; perform root cause analysis and corrective actions • Coordinate with Revenue Cycle teams to resolve billing errors and reduce claim denials • Manage user access, roles, and permissions within FOCUS • Collaborate with internal support teams to resolve upstream data issues impacting billing (interfaces, documentation gaps) • Participate in system testing, validation, and change management activities • Create and maintain SOPs, billing workflows, and end-user documentation • Provide training and ongoing support to billing and clinic operations staff • Ensure compliance with HIPAA and healthcare regulatory standards • Participate in after-hours or on-call support rotations as required.

• Provide excellent customer support to DailyPay client HR and Payroll admins by answering their calls and email requests in a timely, responsive, and professional manner • Become a subject matter expert on DailyPay’s product offerings and functionality • Acquire technical expertise in DailyPay’s backend systems and tools, powering the frontend client experience, to help investigate and address client concerns • Liaise with client HR and Payroll admins on a range of operational topics to support healthy account status • Work cross-functionally with Client Success and/or Internal Technical Teams, when needed, to investigate and resolve client-specific issues • Adhere to all support quality standards and expectations to maintain outstanding client satisfaction • Be on-call during several weekends and holidays a year for client escalations outside standard business hours • Capture client insights/feedback to be shared with our product team to improve the client experience