Senior 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
Customer expectations have escalated sharply while the support industry struggles with mounting complexity. Today's customers demand AI-driven, instantaneous solutions, yet most companies remain stuck in pilot phases, unable to convert AI into tangible results. This gap is about to widen. Industry forecasts suggest that by 2029, agentic systems will autonomously handle the majority of routine issues, creating a critical disconnect between what customers expect and what organizations can currently deliver.
- AI-Augmented Customer Resolutions: Dissect complex escalations that exceed AI capabilities, apply human technical judgment where automation falls short, and systematically improve AI performance by addressing those gaps
What you will NOT be doing
- Spending two full months onboarding; you will need to achieve proficiency across multiple products within your first month (we recognize this pace is demanding)
- Depending on management for unblocking; if you cannot resolve your own obstacles, this role will present significant challenges
Key responsibilities
- Combine deep technical expertise with AI tooling to provide superior customer support, concentrating on sophisticated issues that remain beyond current AI resolution capabilities
Candidate requirements
- Must be located in North or South America
- Minimum 3 years total experience in technical customer support roles
- Advanced generative AI proficiency (i.e., working knowledge of multiple AI platforms, demonstrated ability to automate workflows and build custom GPTs); experience limited to using LLMs for research, learning, brainstorming, or content creation will not meet this threshold
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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