Description
The toughest tickets require more than following a script. They demand someone who can step into unclear situations, misconfigured systems, conflicting data, upset customers, and AI-produced false leads—and determine what's genuinely broken. This position is designed for the support engineer who thrives on the unsolved challenge: replicating the error, analyzing logs, examining API behavior, dissecting JSON payloads, distinguishing a 401 from a 404 from a 429, and leveraging AI aggressively while maintaining healthy skepticism.
Most support organizations still operate on queues, templates, handoffs, and documented workarounds. We are constructing something fundamentally different. Standard support queries are increasingly resolved by AI and L1 processes, which frees human expertise for the hardest cases. AI is not replacing you in this role. It is the instrument you command, validate, question, and confirm.
This position is not about copying AI responses, making rapid guesses, awaiting direction, or escalating immediately when the issue becomes unfamiliar. It is not suited for someone who masters one product but stalls when the next ticket involves a different technology stack. It is about delivering the correct answer with the minimum customer interactions the problem permits: reproducing before proposing solutions, investigating across tickets, Slack channels, knowledge bases, logs, configurations, and actual evidence before escalation, and composing customer communications clear enough to calm the situation. The technical fundamentals are assumed: REST APIs, JSON, HTTP status codes, command line, and logs. Those qualify you for consideration. Sound judgment amid uncertainty is what makes you effective.
In this position, you own the issue until resolution or proper escalation, providing diagnostic logic valuable enough for the next agent and future AI workflows. You will thrive in this role if the ticket that defies explanation is the one you prefer most. You will dislike it if you require one product, one procedure, and external assistance to proceed. If that environment focuses you, please apply.
What you will be doing
- AI-Assisted Issue Resolution: Complex, escalated tickets resolved through intensive, practical troubleshooting combined with AI that you control, anchor in authentic documentation, and validate.
What you will NOT be doing
- Spending two full months learning the systems; you will be expected to gain competency on multiple products within the first month (we recognize this is demanding)
- Depending on your managers for assistance; if you are not skilled at unblocking yourself, you will probably find this role challenging
Key responsibilities
- Combine specialized human technical knowledge and AI tools to provide outstanding customer support, concentrating on complicated issues that AI cannot yet independently resolve
Candidate requirements
- 2+ years in a practical technical position such as technical support, customer support engineering, software engineering, QA, or sysadmin/DevOps. The job title does not need to be "support."
- Proficient in constructing and interpreting 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 utilizing generative AI tools (such as ChatGPT or Claude) in your regular technical work.
- Professional fluency in English, written and spoken.
- Available to work full-time from 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern)
Nice to have
- Background supporting technical or business customers on enterprise software or B2B SaaS, not exclusively internal IT.
- API troubleshooting using tools like Postman or curl.
- Demonstrated experience troubleshooting across multiple unrelated products or technology stacks, not just one.
- Developer-level capability: you can interpret code or follow 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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