Lead Technical Support Engineer

About The Role

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.

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.) OR 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
• Familiarity with modern AI APIs (OpenAI, Anthropic, etc.) or how agent frameworks (LangChain, AutoGPT, etc.) function is a plus

Pay

$35,000–$50,000/year

Schedule

Substantial overlap with Pacific Time (PT/PST)