[Remote] Remote | India-Based Technical Customer Success Engineer — $25K–$40K/year

Note: The job is a remote job and is open to candidates in USA. 24-MAG is a company connecting experienced professionals with remote consulting opportunities. They are seeking a Technical Customer Success Engineer to support users in navigating applications, troubleshooting technical issues, and ensuring a smooth user experience.

Responsibilities

• Investigate user-reported issues end to end, including reproducing bugs and identifying likely causes
• Distinguish between UX friction, model behavior edge cases, system defects, configuration issues, and user guidance needs
• Provide clear, professional, and friendly responses to users seeking help
• Maintain an upbeat, precise, and empathetic communication style while resolving support requests efficiently
• Debug modern web application issues using logs, telemetry, browser tools, network inspection, and database queries where appropriate
• Triage issues with sound judgment and escalate true engineering defects when needed
• Resolve non-engineering issues through configuration updates, prompt refinement, documentation, or clear user instructions
• Collaborate with engineering and product teams to improve resolution speed and user experience
• Surface recurring issue patterns, user friction points, and product risks to technical stakeholders
• Create clear documentation, internal notes, and runbooks to reduce repeat questions and improve support quality
• Track issue categories and communicate findings in a structured, actionable way
• Support consistent, high-quality user experience across application, interview, onboarding, and payment workflows

Skills

• Current location in India
• Strong technical customer success, technical support, product support, or customer engineering experience
• Ability to debug modern web applications and SaaS-style products
• Degree in computer science, software engineering, information systems, or a related technical field from a strong institution, or comparable hands-on technical experience
• Experience building or supporting modern web applications using tools such as React, Node, Flask, Next.js, or similar technologies
• 2–5 years of experience supporting customers on web applications, AI tools, or technical SaaS products
• Strong written English communication skills at a near-native or native level
• Comfort communicating with enthusiasm, empathy, professionalism, and precision
• Ability to work reliably in a full-time remote role
• Experience with logs, telemetry, browser developer tools, database queries, network inspection, and web application debugging
• Familiarity with AI systems, LLMs, agents, generative models, prompt workflows, or AI product behavior
• Ability to understand model outputs, failure modes, hallucinations, feedback loops, and user-facing AI issues
• Familiarity with AI APIs such as OpenAI or Anthropic, or agent frameworks such as LangChain, AutoGPT, or similar tools
• Experience at a high-growth technology startup or fast-moving technical product environment may be especially valuable
• Academic backgrounds in computer science, software engineering, information systems, data science, human-computer interaction, or related technical fields may be relevant
• Equivalent experience in technical customer success, SaaS support, product support, web application debugging, or AI tooling may also be valuable
• Strong written communication ability and technical judgment are especially important for this role
• Experience supporting AI-led interviews, assessment workflows, creator/talent platforms, marketplace platforms, or high-volume user applications
• Experience writing internal support documentation, troubleshooting guides, macros, help center content, or runbooks
• Comfort working directly with engineering and product teams
• Experience with AI product testing, prompt behavior analysis, or agent-style workflows
• Prior experience in a startup environment requiring fast issue resolution and high ownership

Benefits

• Full-time remote role
• Payments may be processed via Stripe or Wise depending on engagement structure
• Role may be extended, adjusted, or reviewed depending on scope and performance

Company Overview