Technical Customer Success

• Own the health of the Zendesk queue
• Serve as the first point of contact for critical, high-impact escalations
• Participate in the 24/7 on-call rotation, including weekends
• Coach and mentor Customer Success Engineers
• Help close capability gaps through training, hiring, and documentation
• Lead complex technical investigations, including debugging, source code analysis, and root cause analysis
• Drive process improvements, automation, and AI adoption
• Build trusted senior-level relationships with key Enterprise customers
• Partner with Account Management to identify customer risk early
• Feed support data to Product and Engineering
• Evolve support policies as Tyk scales
• Represent Customer Success Engineering in company-wide initiatives

Customer Success Engineer, Pod Lead

• Provide a speedy and delightful experience to users of Mercor’s platform
• Investigate talent-reported issues end-to-end by reproducing bugs, identifying root causes, and distinguishing UX friction, model edge cases, and system defects
• Debug across the AI and SaaS stack using telemetry, logs, network inspection, and database queries
• Triage issues, escalating engineering problems and resolving others through configuration, prompt refinement, or user guidance
• Surface systemic patterns and product risks to engineering and product leadership
• Create documentation and runbooks to reduce repeat issues and improve resolution speed
• Communicate with precision, professionalism, and empathy
• Work directly with the engineering team to investigate bug reports

Customer Success Engineer – LatAm

• Provide end-to-end support for users applying to listings, completing AI-led interviews, accepting offers, and receiving payment
• Investigate talent-reported issues by reproducing bugs, identifying root causes, and distinguishing UX friction, model edge cases, and system defects
• Debug across the AI and SaaS stack using telemetry, logs, network inspection, and database queries
• Triage issues, escalating engineering problems and resolving others through configuration, prompt refinement, or user guidance
• Surface systemic patterns and product risks to engineering and product leadership
• Create documentation and runbooks to reduce repeat issues and improve resolution speed
• Communicate with precision, professionalism, and empathy
• Work directly with the engineering team