[Remote] Remote | LatAm-Based Technical Customer Success Engineer — $40K–$60K/year
Note: The job is a remote job and is open to candidates in USA. 24-MAG is offering a specialized full-time remote opportunity for LatAm-based technical customer success professionals experienced in web application support and SaaS troubleshooting. The role focuses on providing user support, investigating issues, and enhancing the overall user experience with AI-enabled products.
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
Skills
- 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
- 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
Benefits
- Full-time remote role
- Remote flexibility for eligible LatAm-based professionals
- Payments may be processed via Stripe or Wise depending on engagement structure
Company Overview