Remote | LatAm-Based Technical Customer Success Engineer — $40K–$60K/year

24-Mag•New York, NY

21h•Remote

About The Position

We are sharing a specialised full-time remote opportunity for LatAm-based technical customer success professionals experienced in web application support, SaaS troubleshooting, user issue investigation, AI-enabled product workflows, bug triage, technical documentation, and high-quality written customer communication. This role supports current and upcoming remote opportunities focused on technical customer success, user support, issue investigation, web application troubleshooting, product feedback, and high-quality customer communication. Selected professionals will help users resolve issues across application, interview, onboarding, offer, and payment processes while working closely with technical teams to investigate bugs, identify patterns, and improve the user experience.

Requirements

2–5+ years of experience supporting customers on modern web applications, SaaS products, or AI-enabled platforms
Strong technical troubleshooting ability across websites, SaaS tools, logs, user flows, and product behavior
Experience building or supporting modern web applications using tools such as React, Node, Flask, Next.js, or similar technologies
Comfort working with AI systems, LLMs, agents, generative models, model outputs, failure modes, hallucinations, and feedback loops
Excellent written English with an enthusiastic, professional, and precise communication style
Strong judgment when triaging issues and deciding when to escalate to engineering
Ability to work independently in a fast-paced remote environment
Degree in Computer Science, Software Engineering, Information Systems, or a related technical field may be especially relevant
Prior experience at a high-growth technology startup, SaaS company, AI product company, or technical support environment may also be highly relevant
Equivalent hands-on experience with web applications, customer support, technical troubleshooting, or AI-enabled product support may be considered

Nice To Haves

Familiarity with modern AI APIs, LLM tools, agent frameworks, prompt refinement, or AI product behavior analysis
Experience with OpenAI, Anthropic, LangChain, AutoGPT, or comparable AI tools and frameworks
Experience using telemetry, logs, browser developer tools, network inspection, databases, and internal support tools
Experience creating user support documentation, technical notes, bug reports, escalation summaries, or troubleshooting guides
Background in customer success, technical support, product support, engineering support, or startup user support

Responsibilities

Respond to user questions with speed, clarity, professionalism, and empathy
Support users through application, interview, offer, onboarding, and payment-related processes
Communicate in polished, native-level English with a clear, upbeat, and professional tone
Resolve user issues directly when possible and provide precise guidance when further technical review is needed
Investigate user-reported issues end-to-end, including reproducing bugs and identifying root causes
Distinguish between UX friction, model edge cases, configuration issues, and system defects
Use telemetry, logs, network inspection, and database queries to understand web application behavior
Escalate true engineering issues with clear documentation and actionable context
Identify recurring user issues, product gaps, and systemic patterns
Create clear documentation, help materials, and runbooks to reduce repeat issues and improve resolution speed
Surface relevant patterns to product and engineering teams
Support improvements to customer communication, troubleshooting standards, and issue resolution quality