Description
Customer expectations in support have reached new heights while the industry struggles with mounting complexity. Today's customers demand AI-driven, immediate resolutions, yet most companies remain stuck in pilot phases, unable to convert AI potential into measurable results. The challenge is intensifying. Industry projections suggest that by 2029, agentic systems will autonomously handle the majority of routine issues, creating a widening chasm between what customers expect and what organizations currently deliver.
Our approach bridges this divide through a hybrid model: AI-enhanced "cyborg" agents who combine sophisticated troubleshooting expertise with product knowledge and agentic AI capabilities. In this position, you will train, refine, and mentor the tools themselves. Each resolution you engineer strengthens our automation framework, every root cause investigation becomes a repeatable pattern, and each edge case you decode enhances system intelligence for thousands of future customers. This is the intersection of advanced diagnostics, human judgment, and AI orchestration—delivering rapid resolutions now while building compounding intelligence for the future.
This position centers on hands-on problem resolution at production scale. You will investigate ambiguous failures spanning networks, databases, cloud infrastructure, and enterprise applications; harness AI to generate hypotheses, validate theories, and accelerate diagnosis; capture the human reasoning that educates our systems; and proactively identify patterns that transform isolated fixes into lasting automation. This is not about following scripts, sorting tickets, or escalating to Level 3. If you excel at lateral thinking when documentation is sparse, if you can transition seamlessly from packet analysis to query optimization to workflow tracing, and if you're prepared to challenge an LLM's conclusions, this role will suit you.
What you will be doing
- AI-Enhanced Customer Resolution: Investigate sophisticated tickets escalated from AI systems, deploy human expertise in areas where AI capabilities remain limited, and subsequently enhance the AI system to narrow that gap
What you will NOT be doing
- Spending two full months on onboarding; you will be expected to achieve proficiency across multiple products within the first month (we recognize this is an aggressive timeline)
- Depending on your managers for assistance; if you cannot effectively unblock yourself, this role will present significant challenges
Key responsibilities
- Combine technical human judgment and AI capability to provide outstanding customer support, concentrating on sophisticated issues that AI cannot yet completely resolve
Candidate requirements
- Must be located in North or South America
- Minimum of 3 years total experience in a technical customer support position
- Fundamental coding ability for troubleshooting and bug resolution purposes
- Advanced proficiency with generative AI (i.e., experience with multiple AI platforms, capability to automate workflows and build custom GPTs); if your LLM usage is limited to research, learning, brainstorming, or content creation, that will be considered insufficient
- Troubleshooting Capabilities: Articulating complex issues in accessible language, demonstrating thorough problem comprehension, recommending appropriate troubleshooting approaches, suggesting multiple solution alternatives, and exhibiting meticulous 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.
Accept job offer.
Pass proctored test.
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