Analista de Soporte Técnico $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 technical support are rising while organizational complexity deepens. Today's customers anticipate AI-driven, immediate resolutions, yet most companies remain stuck in pilot phases, unable to convert AI investments into tangible results. The challenge is about to intensify. Industry forecasts suggest that by 2029, agentic systems will autonomously handle the majority of routine issues, creating a widening chasm between what customers expect and what most teams can deliver today.
Our approach bridges this divide through a hybrid model: AI-enhanced "cyborg" specialists who combine sophisticated troubleshooting expertise with product mastery and agentic AI capabilities. In this position, you will train, refine, and guide these tools. Each resolution you engineer strengthens our automation framework, every root cause you identify becomes a repeatable solution, and every anomaly you decode elevates system performance for thousands of future customers. This is the convergence point of expert troubleshooting, human judgment, and AI coordination—delivering accelerated resolutions now while building compounding intelligence for the future.
This position demands hands-on problem resolution at production scale. You will investigate ambiguous system failures spanning networks, databases, cloud infrastructure, and enterprise applications; harness AI to form hypotheses, validate assumptions, and expedite diagnosis; capture the human reasoning that educates our systems; and proactively identify patterns that transform isolated fixes into sustainable automations. This is not about following scripts, sorting tickets, or escalating to senior tiers. If you excel at lateral thinking when documentation is sparse, if you can transition seamlessly from packet analysis to execution plans to workflow traces, and if you're confident challenging an LLM's conclusions, this role will suit you.
What you will be doing
- AI-Enhanced Customer Resolution: Investigate complex support cases escalated beyond AI system capabilities, apply specialized human judgment where automation reaches its limits, and subsequently refine the AI framework to narrow these gaps
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 timeline is demanding)
- Depending on manager intervention for problem resolution; if you lack strong self-unblocking skills, this role will present significant challenges
Key responsibilities
- Combine specialized technical knowledge with AI tooling to provide superior customer support, concentrating on sophisticated issues that remain beyond current AI resolution capabilities
Candidate requirements
- Must be located in North or South America
- Minimum 3 years total experience in technical customer support roles
- Advanced proficiency with generative AI systems (i.e., regular use of multiple AI platforms, demonstrated ability to automate processes and build custom GPTs); experience limited to using LLMs for research, learning, brainstorming, or content creation will not meet this requirement
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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