Senior Technical 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
Customer expectations in technical support are rising faster than organizational capability. Today's users demand AI-driven, immediate resolutions, yet most companies remain stuck in pilot phases, unable to convert AI experimentation into tangible results. The challenge is about to intensify. Industry forecasts suggest that by 2029, autonomous agentic systems will handle the majority of routine support issues, creating a widening chasm between what customers expect and what most teams can deliver.
Our approach bridges this divide through a hybrid model: AI-enhanced "cyborg" agents who combine sophisticated diagnostic expertise, product knowledge, and agentic AI capabilities. In this position, you will train, refine, and mentor the technology. Each resolution you implement strengthens our automation framework, each root cause investigation becomes a repeatable procedure, and each unusual scenario you decode enhances the platform for thousands of future users. This is the intersection where expert-level troubleshooting, human judgment, and AI coordination converge to accelerate resolutions now while building compounding intelligence for the future.
This position demands hands-on problem resolution at production scale. You will investigate ambiguous failures spanning networks, databases, cloud infrastructure, and enterprise applications; harness AI to formulate hypotheses, execute tests, and expedite outcomes; capture the human logic that educates our systems; and proactively identify patterns that transform isolated fixes into sustainable automations. This is not about following scripts, sorting tickets, or escalating to senior engineers. If you excel at lateral thinking when documentation is sparse, if you can transition seamlessly from packet analysis to query optimization to workflow diagnostics, and if you're prepared to challenge an LLM when its output is incorrect, this role will suit you well.
What you will be doing
- AI-Enhanced Customer Problem Resolution: Investigate sophisticated tickets escalated beyond AI system capabilities, deploy human judgment where AI reaches its limits, and subsequently enhance the AI framework to narrow that gap
What you will NOT be doing
- Spending a full two months onboarding; you will be required to achieve proficiency across multiple products within the first month (we recognize this expectation is demanding)
- Depending on management for assistance; if you cannot independently remove obstacles, this role will prove challenging
Key responsibilities
- Combine advanced technical human judgment with AI technology to provide outstanding customer support, concentrating on intricate problems that AI systems cannot yet independently address
Candidate requirements
- Must be located in North or South America
- Minimum of 3 years total experience in technical customer support positions
- Expert-level generative AI capability (specifically, experience with multiple AI platforms, demonstrated ability to automate processes and build custom GPTs); candidates whose LLM usage is limited to research, education, ideation, or content creation will not meet this requirement
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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