Escalation 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 support is buckling under mounting complexity even as expectations accelerate. Today's customers demand AI-driven, real-time solutions, yet most companies remain stuck in pilot mode, unable to translate AI into tangible results. The pressure is only intensifying. Analysts predict that by 2029, autonomous agentic systems will handle the majority of routine issues, creating a widening chasm between what customers expect and what current infrastructures deliver.
We are bridging that divide with a new paradigm: AI-enhanced "cyborg" agents who blend advanced diagnostic skills with product insight and agentic intelligence. In this position, you will train, refine, and mentor the tools themselves. Each resolution you engineer strengthens our automation layer, every root cause investigation becomes a scalable playbook, and every outlier you decode elevates the system for thousands of future users. This is the intersection of sophisticated troubleshooting, human judgment, and AI coordination—delivering swifter outcomes now while building cumulative intelligence for the future.
This role demands hands-on problem resolution at production scale. You will deconstruct ambiguous breakdowns spanning networks, databases, cloud infrastructure, and enterprise applications; harness AI to form hypotheses, validate theories, and accelerate diagnosis; capture the human logic that trains our platforms; and proactively identify trends that convert isolated fixes into enduring automation. It is not about following scripts, sorting tickets, or escalating to "Level 3." If you excel at lateral thinking when documentation is sparse, if you transition seamlessly from packet inspection to execution plans to workflow logs, and if you can confidently challenge an LLM's output, this environment will suit you.
What you will be doing
- AI-Enhanced Customer Resolution: Investigate complex cases escalated by AI engines, deploy human judgment where AI reaches its limits, then refine the AI framework to eliminate those gaps
What you will NOT be doing
- Spending two full months onboarding; you will be expected to achieve proficiency across multiple products within the first month (we recognize this pace is demanding)
- Depending on managers for unblocking; if you are not skilled at self-directed problem resolution, this role will prove difficult
Key responsibilities
- Combine advanced technical expertise with AI tools to provide outstanding customer support, concentrating on intricate challenges that AI alone cannot yet address
Candidate requirements
- Must be located in North or South America
- Minimum of 3 years of total experience in a technical customer support capacity
- Advanced proficiency with generative AI (e.g., using multiple AI platforms, automating workflows, building custom GPTs); if your LLM usage has been limited to research, study, ideation, or content drafting, that will not meet the 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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