L2 Customer Support Engineer $60,000 USD/year Pay is set based on global value, not the local market.
Most roles = hourly rate x 40 hrs x 50 weeks
Not accepting applications on crossover.com at this time.
Description
You live for the hard problems. The weird edge cases. The tickets where the docs end, the dashboards disagree, and everyone else shrugs. You’re excited by AI, systems, software, and troubleshooting, but you don’t want to spend your days grinding through repetitive requests that should have been automated years ago.
We’re creating AI-augmented “cyborg” agents: experts who pair deep technical troubleshooting with product intuition and agentic AI. In this role, you decide which technical issues are worth human thought, which ones should never require a human again, and how to turn today’s hardest tickets into tomorrow’s automated resolutions. You work with AI constantly: correcting it, steering it, scripting it, and teaching it to carry more of the load.
Every complex failure you solve becomes a reusable prompt, workflow, or automation. Every root cause you uncover hardens the system. Instead of handling the same issue for the hundredth time, you focus on the issues current AI can’t handle yet, and then you close that gap. The result is fewer mundane requests, faster resolutions, and a support system that compounds your expertise at scale.
This is a unique opportunity to build AI expertise without working on mundane tickets every day. If you enjoy thinking sideways when the answer isn’t obvious, moving fluidly from packet capture to query plan to workflow trace, and telling an LLM exactly why it’s wrong, you’ll feel right 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
- 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.
Pass proctored test.
Accept job offer.
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