Description
Customer expectations in technical support are rising faster than most organizations can adapt. Users now demand instant, AI-driven resolutions, yet the majority of companies remain stuck in pilot phases, unable to convert AI experimentation into tangible results. The challenge intensifies further: agentic systems are forecasted to independently handle most routine issues by 2029, creating a widening chasm between what customers expect and what today's support infrastructure can deliver.
Our approach bridges this divide through a hybrid model: AI-enhanced "cyborg" specialists who combine sophisticated diagnostic expertise with product mastery and agentic AI capabilities. In this position, you refine, repair, and mentor the technology. Each solution you implement strengthens our automation framework, every root cause investigation becomes a repeatable blueprint, and every anomaly you decode elevates system performance for thousands of future customers. This is the convergence point of advanced diagnostics, human insight, and AI coordination—delivering accelerated resolutions now while building cumulative intelligence for the future.
This position demands production-level problem solving. You will investigate unclear failures spanning networks, databases, cloud infrastructure, and enterprise applications; harness AI to generate hypotheses, validate theories, and speed resolution; capture the human logic that trains our systems; and proactively identify trends that transform isolated fixes into lasting automation. This is not about following scripts, sorting tickets, or escalating to senior teams. If you excel at lateral thinking when documentation is sparse, if you transition seamlessly from packet analysis to execution plans to workflow diagnostics, and if you're prepared to correct an LLM's reasoning, you will succeed here.
What you will be doing
- AI-Enhanced Customer Resolution: Examine intricate tickets escalated beyond AI system capabilities, deploy human judgment where AI underperforms, and subsequently enhance the AI framework to eliminate those gaps
What you will NOT be doing
- Spending two full months onboarding; you will need to achieve proficiency across multiple products in the first month (we recognize this expectation is demanding)
- Depending on management to resolve blockers; if you cannot independently navigate obstacles, this role will present significant challenges
Key responsibilities
- Combine specialized technical knowledge with AI tools to provide superior customer support, concentrating on sophisticated problems that AI systems cannot yet independently address
Candidate requirements
- Must be located in North or South America
- Minimum 3 years of experience in technical customer support positions
- Fundamental programming ability for troubleshooting and bug resolution purposes
- Advanced proficiency with generative AI tools (i.e., use of multiple AI platforms, capability to automate processes and build custom GPTs); experience limited to using LLMs for research, education, ideation, or content creation will not meet this requirement
- Diagnostic Expertise: Translating intricate technical issues into accessible explanations, demonstrating thorough problem comprehension, identifying appropriate troubleshooting approaches, offering multiple resolution pathways, and maintaining 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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