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 support are rising rapidly while the 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. The challenge is about to intensify. By 2029, agentic systems are expected to handle the majority of routine issues autonomously, creating a widening chasm between what customers expect and what organizations can currently deliver.
Our approach bridges this divide through a distinct framework: AI-enhanced "cyborg" agents who combine rigorous troubleshooting expertise with product knowledge and agentic AI capabilities. In this position, you refine, correct, and guide the tools. Each solution you implement strengthens our automation, every root cause investigation becomes a repeatable procedure, and every complex scenario you decode enhances the system for thousands of future users. This is the intersection of sophisticated problem-solving, human judgment, and AI coordination—delivering rapid resolutions now while building cumulative intelligence for the future.
This position demands practical problem-solving at production scale. You will investigate unclear failures spanning networks, databases, cloud infrastructure, and enterprise applications; use AI to form hypotheses, validate, and accelerate outcomes; capture the human logic that trains our systems; and proactively identify patterns that transform isolated fixes into lasting automations. This is not about following scripts, sorting tickets, or "escalating to Level 3." If you excel at creative thinking when documentation is sparse, if you can transition seamlessly from packet capture to query plan to workflow trace, and if you're prepared to challenge an LLM when it errs, this role will suit you.
What you will be doing
- AI-Enhanced Customer Solutions: Examine complex tickets escalated by AI systems, deploy human judgment in areas where AI underperforms, and subsequently enhance the AI system to close those gaps
What you will NOT be doing
- Spending two full months onboarding; you are expected to become proficient with multiple products during the first month (we recognize this timeline is demanding)
- Depending on managers for assistance; if you are not skilled at removing your own blockers, this role will present significant challenges
Key responsibilities
- Combine technical human judgment and AI functionality to provide outstanding customer support, concentrating on intricate issues that AI cannot yet address independently
Candidate requirements
- Must be located in North or South America
- Minimum of 3 years total experience in a technical customer support capacity
- Advanced proficiency with generative AI (i.e., use of multiple AI tools, capability to automate workflows and build custom GPTs); if you have only used LLMs for research, learning, brainstorming, or content creation, that will be considered insufficient
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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