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
You thrive when faced with difficult challenges. The unusual outliers. The support cases where documentation fails, metrics contradict each other, and colleagues have no answers. AI, systems, software, and diagnostic work excite you, but you have no interest in processing endless repetitive issues that automation should have eliminated long ago.
We're building AI-enhanced "cyborg" specialists: professionals who combine advanced technical diagnostics with product knowledge and agentic AI capabilities. In this position, you determine which technical problems deserve human analysis, which should never need human intervention again, and how to convert today's most challenging cases into tomorrow's automated solutions. AI is your constant collaborator: you refine it, direct it, program it, and train it to shoulder more responsibility.
Each intricate failure you resolve transforms into a reusable prompt, process, or automation. Each underlying cause you identify strengthens the platform. Rather than addressing identical problems repeatedly, you concentrate on challenges that existing AI cannot yet manage, then you eliminate that limitation. The outcome is reduced routine inquiries, accelerated resolutions, and a support infrastructure that scales your knowledge exponentially.
This represents a rare chance to develop AI proficiency without processing routine tickets daily. If you enjoy unconventional thinking when solutions aren't apparent, transitioning seamlessly from packet analysis to execution plans to workflow diagnostics, and explaining to an LLM precisely where it erred, this environment will suit you well.
What you will be doing
- AI-Enhanced Customer Problem Solving: Examine complex cases escalated by AI platforms, deploy human judgment in areas where AI proves insufficient, then eliminate that gap by enhancing the AI infrastructure
What you will NOT be doing
- Spending two full months onboarding; you will need to achieve proficiency with multiple products during your first month (we recognize this expectation is demanding)
- Depending on management for assistance; if you cannot effectively remove your own obstacles, this role will present significant difficulties
Key responsibilities
- Combine technical human judgment and AI functionality to provide outstanding customer support, concentrating on sophisticated issues that AI cannot yet completely address
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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