• Act as an IDM Support Engineer on a strategic LATAM project • Provide support, maintenance, and evolution of Identity Management and Cybersecurity environments • Collaborate with global, multidisciplinary teams to resolve issues • Fluent English required for interaction with international teams and stakeholders.

• Configure and maintain integrations between Further’s platform and external CRM, database, and third-party systems • Implement and support REST API integrations to extend platform functionality and improve operational connectivity • Ensure reliable and accurate data flow across integrated systems and troubleshoot integration-related issues as they arise • Configure internal tools and workflows to align with client-specific operational requirements • Utilize Python, SQL, and JavaScript to process, manipulate, and analyze data • Translate raw technical data into clear, actionable outputs and presentations for internal teams and clients • Diagnose and resolve technical implementation challenges across frontend systems, integrations, and data workflows • Partner directly with clients to understand business requirements and recommend technical solutions • Communicate implementation updates, technical findings, and next steps clearly to both technical and non-technical stakeholders • Manage and resolve customer support tickets through Zendesk with urgency and professionalism

• Exceeding customer expectations by providing a tailored service experience. • Identify and resolve customer issues via incoming calls, emails, etc. • Provide customers with knowledge regarding software functionality and best practices. • Identify and reproduce software defects for submission to development. • Provide Customers with root cause analysis and in-depth troubleshooting. • Meet and exceed Service Level Agreements through effective incident management. • Writing Technical Documentation (i.e. Knowledge Base Articles). • Contributes to the departments' Key Performance Indicators (KPI). • Performs software implementation, installation, and upgrades to MasterControl customers. • Updates and maintains reports for customers and key internal contacts. • Provides backup support to other CSE team members. • Works directly with escalation engineers to assure resolution of critical customer issues. • Provide and participate in technical training and knowledge transfer for new or complex products. • Contribute to overall content and quality of knowledge base utilizing the Knowledge-Centered Support principles. • As directed, performs special projects.

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.