Description
The toughest tickets do not require another person following a script. They require someone capable of stepping into unclear situations, misconfigured systems, conflicting evidence, upset customers, and AI-produced false leads—then determining what is genuinely broken. This position is designed for the support engineer drawn to the unresolved problem: reproducing the error, examining logs, tracking API behavior, analyzing JSON payloads, distinguishing a 401 from a 404 from a 429, and leveraging AI rigorously without accepting its output uncritically.
Most support organizations continue to rely on ticket queues, templated responses, hand-offs, and documented issue repositories. We are constructing a different model. Standard support is progressively managed by AI and L1 processes, meaning human expertise is allocated to the hardest challenges. AI is not replacing you in this role. It is the instrument you control, validate, test, and confirm.
This position is not about copying AI-generated replies, making rapid guesses, awaiting direction, or escalating the instant an issue becomes unfamiliar. It is not suited for someone who masters one product and stalls when the following ticket involves a different technology. It is about delivering the correct answer in the minimum number of customer interactions the situation permits: reproducing before proposing solutions, investigating across tickets, Slack threads, knowledge bases, logs, configurations, and actual artifacts before escalating, and composing customer communications clear enough to defuse tension. The technical foundation is assumed: REST APIs, JSON, HTTP status codes, command line, and logs. That establishes your baseline. Sound judgment amid uncertainty is what makes you effective.
In this position, your responsibility is to retain ownership of the issue until resolution or clean escalation, with diagnostic logic valuable enough for the subsequent agent and the next AI process. You will find this role rewarding if the ticket that defies logic is the one you prefer. You will find it unsuitable if you require a single product, a single playbook, and external assistance to proceed. If that type of challenge energizes you, please apply.
What you will be doing
- AI-Augmented Customer Resolutions: Unclear, escalated tickets resolved through deep, direct troubleshooting combined with AI that you guide, anchor in verified documentation, and validate.
What you will NOT be doing
- Spending two full months on onboarding; you will be required to learn multiple products within the first month (we recognize this is demanding)
- Depending on your managers for assistance; if you are not skilled at removing your own blockers, you will probably find this role difficult
Key responsibilities
- Combine technical human judgment and AI tools to provide superior customer support, concentrating on complicated issues that AI cannot yet independently resolve
Candidate requirements
- 2+ years in a technical, hands-on position such as technical support, customer support engineering, software engineering, QA, or sysadmin/DevOps. The job title does not need to include "support."
- Comfortable constructing and reading REST API calls and JSON, understanding HTTP status codes (such as 401 vs 404 and 429 vs 403), and operating in a command line (CLI) and logs.
- Practical experience applying generative AI tools (such as ChatGPT or Claude) in your regular technical work.
- Professional fluency in English, both written and spoken.
- Able to work full-time from 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern)
Nice to have
- Experience supporting technical or business customers on enterprise software or B2B SaaS, not only internal IT.
- API troubleshooting using tools like Postman or curl.
- A history of troubleshooting across multiple unrelated products or technology stacks, not just one.
- Developer-level depth: you can read code or trace an API call when the situation requires it.
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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