Especialista 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
You thrive on challenging problems—the unusual edge cases, the tickets where documentation runs out, dashboards contradict each other, and no one has a ready answer. AI, systems, software, and troubleshooting energize you, yet you'd rather not spend your time processing repetitive issues that automation should have eliminated long ago.
We are building AI-enhanced "cyborg" agents: specialists who combine advanced technical troubleshooting with product insight 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 convert today's most difficult tickets into tomorrow's automated solutions. AI is your constant companion: you correct it, guide it, script it, and train it to shoulder an increasing share of the workload.
Each complex failure you resolve transforms into a reusable prompt, workflow, or automation. Each root cause you identify strengthens the system. Rather than addressing the same problem for the hundredth time, you concentrate on challenges that current AI cannot yet solve, then work to eliminate that limitation. The outcome is reduced routine requests, accelerated resolutions, and a support infrastructure that scales your expertise.
This represents a distinctive opportunity to develop AI proficiency without processing mundane tickets daily. If you enjoy lateral thinking when answers aren't apparent, shifting seamlessly from packet capture to query plan to workflow trace, and explaining precisely why an LLM is incorrect, this role will suit you well.
What you will be doing
- AI-Enhanced Customer Resolutions: Examine complex tickets escalated by AI systems, deploy human expertise in areas where AI underperforms, then eliminate that gap by refining the AI system
What you will NOT be doing
- Spending two full months onboarding; you will need to ramp up on several products within the first month (we recognize this is demanding)
- Depending on your managers for assistance; if you cannot effectively unblock yourself, this role will present significant challenges
Key responsibilities
- Combine technical human expertise with AI capabilities to provide outstanding customer support, prioritizing complex challenges that AI cannot yet completely address
Candidate requirements
- Must be based 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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