Customer Success Engineer for AI SaaS (LatAm)

As a Customer Success Engineer, you will play a crucial role in ensuring that users of our platform have a seamless and enjoyable experience from start to finish. Your primary focus will be to assist users who encounter issues or have questions during their journey, providing them with prompt and effective support.

This position involves close collaboration with our engineering team to triage and investigate bug reports, making your familiarity with modern web applications and SaaS challenges essential. Your interactions with users will often be their first experience with our platform, so maintaining a friendly and professional demeanor while communicating in fluent English is vital.

This is a remote role that requires substantial overlap with Pacific Time (PT/PST) working hours, and it involves a commitment of six days a week.

• Investigate talent-reported issues end-to-end: reproduce bugs, identify root causes, and distinguish between UX friction, 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 through 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.

• Ability to debug web applications, ideally with a background in either:
• A 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.) or 2-5 years of experience supporting customers on such applications.
• Comfortable with AI systems, experience with LLMs, agents, or generative models is a plus.
• Experience exploring the behavior of AI tools, including fine-tuning, prompt chains, debugging, or building agents.
• Ability to understand model outputs, failure modes, hallucinations, and feedback loops.
• Familiarity with modern AI APIs (OpenAI, Anthropic, etc.) or agent frameworks (LangChain, AutoGPT, etc.) is advantageous.

This is a remote position requiring substantial overlap with Pacific Time (PT/PST) working hours, with a commitment of six days a week.

The annual compensation for this role ranges from $35, 000 to $50, 000.

This role is open only to candidates currently residing in Latin America. Applicants outside Latin America will not be considered.