Application 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
You thrive on challenging problems. The unusual edge cases. The support tickets where documentation stops, monitoring tools conflict, and colleagues are uncertain. You find excitement in AI, systems, software, and diagnostics, but you don't want your time consumed by routine requests that should have been automated long ago.
We're building AI-enhanced "cyborg" agents: specialists who combine rigorous technical diagnosis with product knowledge and agentic AI capabilities. In this position, you determine which technical challenges merit human analysis, which should never need human intervention again, and how to transform today's most difficult tickets into tomorrow's automated solutions. You collaborate with AI continuously: refining it, directing it, programming it, and training it to shoulder more responsibility.
Each complex breakdown you resolve becomes a reusable prompt, process, or automation. Each root cause you identify strengthens the platform. Rather than addressing the same problem for the hundredth time, you concentrate on challenges current AI cannot yet resolve, and then you eliminate that limitation. The outcome is reduced routine requests, accelerated resolutions, and a support infrastructure that scales your knowledge systematically.
This represents a distinctive opportunity to develop AI proficiency without processing routine tickets daily. If you enjoy lateral thinking when solutions aren't apparent, transitioning smoothly from packet capture to query plan to workflow trace, and instructing an LLM precisely why its output is incorrect, this environment will suit you.
What you will be doing
- AI-Enhanced Customer Solutions: Examine complex tickets escalated by AI platforms, deploy human judgment in areas where AI underperforms, and subsequently eliminate the gap by refining the AI platform
What you will NOT be doing
- Spending two full months onboarding; you will be required to become proficient with multiple products within the first month (we acknowledge this is demanding)
- Depending on your managers for assistance; if you cannot effectively unblock yourself, you will probably find this role challenging
Key responsibilities
- Combine technical human judgment and AI capabilities to provide outstanding customer support, concentrating on complex challenges that AI cannot yet completely address
Candidate requirements
- Must be located in North or South America
- At least 3 total years of experience in a technical customer support role
- Basic coding skills for the purpose of troubleshooting/bug fixes
- Troubleshooting Skills: Explaining complex issues in simple terms, demonstrating strong problem understanding, recommending relevant troubleshooting strategies, proposing multiple solution paths, and showing 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.
Pass
proctored test.
Accept job offer.
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