Description
The support industry is drowning in complexity while customer expectations climb. Customers now expect AI-powered, instant answers, yet most organizations haven’t moved past pilots and struggle to turn AI into material outcomes. Meanwhile, the bar is set to jump again. By 2029 agentic systems are projected to autonomously resolve the vast majority of common issues, leaving a dangerous gap between expectations and today’s reality.
We’re closing that gap with a different model: AI-augmented “cyborg” agents who pair deep troubleshooting acumen with product intuition and agentic AI. In this role, you train, fix, and coach the tools. Every fix hardens our automations, every root cause analysis becomes a reusable play, and every edge case you unravel improves the system for the next thousand customers. This is where advanced troubleshooting, human reasoning, and AI orchestration meet to deliver faster resolutions today while compounding intelligence for tomorrow.
This job is hands-on problem solving at production depth. You will dissect ambiguous failures across networks, databases, cloud platforms, and enterprise software; leverage AI to hypothesize, test, and accelerate; document the human reasoning that teaches our systems; and proactively spot patterns that turn one-off fixes into durable automations. It is not script-following, ticket triage, or “wait for Level 3.” If you thrive on thinking sideways when docs are thin, if you can move from packet capture to query plan to workflow trace without flinching, and if you’re comfortable telling an LLM when it’s wrong, then you’ll feel at home here.
What you will be doing
- AI-Augmented Customer Resolutions: Analyze complex tickets escalated by AI systems, apply human expertise to areas where AI falls short, and then close the gap by improving the AI system
What you will NOT be doing
- Taking two whole months to get up to speed; you will be expected to ramp up one several products within the first month (we are aware this is aggressive)
- Relying on your managers for help; if you are not adept at unblocking yourself, you will likely struggle in this role
Key responsibilities
- Integrate technical human expertise and AI capabilities to deliver exceptional customer support, focusing on complex issues that AI cannot yet fully resolve
Candidate requirements
- Must be based in North or South America
- At least 3 total years of experience in a technical customer support role
- Basic coding skills for the purpose of troubleshooting/bug fixes
- Advanced generative AI proficiency (i.e., use of multiple AI tools, ability to automate workflows and custom GPTs); if you've only used LLMs for research, learning, brainstorming, or content generation, that will be deemed insufficient
- Troubleshooting Skills: Explaining complex issues in simple terms, demonstrating strong problem understanding, recommending relevant troubleshooting strategies, proposing multiple solution paths, and showing attention to detail
Applying for a role? Here’s what to expect.
Crossover's skill assessment process combines innovative AI power with decades of human research, to take the guesswork, human bias, and pointless filters out of recruiting high-performing teams.
Chat-style screening interview.
Cognitive aptitude test.
Prove real-world job skills.
Interview with the hiring manager.
Accept job offer.
Pass proctored test.
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