Note: The job is a remote job and is open to candidates in USA. 24-MAG LLC is offering a specialized full-time remote opportunity for technical customer success professionals. The role focuses on user support, troubleshooting technical issues, and collaborating with engineering teams to enhance user experience on their platform.
Responsibilities
- Investigate user-reported issues end to end, including reproducing bugs and identifying likely causes
- Distinguish between UX friction, model behavior edge cases, product defects, configuration issues, and user guidance needs
- Provide clear, professional, and friendly responses to users seeking help
- Maintain a warm, upbeat, and precise 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 with substantial Pacific Time overlap
- 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
- 6-day/week schedule expected depending on project needs
- Substantial overlap with Pacific Time working hours is required
- 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
At 24-MAG, we support emerging AI and consulting platforms by sourcing and connecting qualified professionals with remote, contract-based opportunities. It was founded in undefined, and is headquartered in Sheridan, Wyoming, US, with a workforce of 2-10 employees. Its website is https://24-mag.com/.