Engenheiro de Suporte 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 difficult challenges. The unusual edge cases. The support tickets where documentation runs out, monitoring tools contradict each other, and colleagues have no answer. AI, systems, software, and troubleshooting energize you, but you have no interest in processing routine inquiries that automation should have eliminated long ago.
We are building AI-enhanced "cyborg" support specialists: professionals who combine advanced technical diagnostics with product knowledge and AI agent capabilities. In this position, you determine which technical problems merit human analysis, which should never need human intervention again, and how to convert today's most challenging tickets into tomorrow's automated solutions. AI is your constant companion: you correct it, guide it, program it, and train it to shoulder more responsibility.
Each complex failure you resolve transforms into 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 issues that existing AI cannot yet resolve, then you eliminate that limitation. The outcome is reduced routine work, accelerated resolutions, and a support infrastructure that scales your knowledge exponentially.
This represents a rare chance to develop AI proficiency without processing mundane tickets daily. If you enjoy lateral thinking when solutions aren't apparent, transitioning seamlessly from packet analysis to execution plans to workflow traces, and explaining to an LLM precisely where its reasoning fails, this environment will suit you perfectly.
What you will be doing
- AI-Enhanced Customer Issue Resolution: Investigate complex support cases escalated by AI systems, apply human judgment to situations where AI capabilities are insufficient, then eliminate that gap by enhancing the AI platform
What you will NOT be doing
- Spending two full months on onboarding; you will need to achieve proficiency on multiple products within your first month (we acknowledge this expectation is demanding)
- Depending on management for assistance; if you cannot remove your own blockers effectively, this role will present significant challenges
Key responsibilities
- Combine technical human judgment and AI systems to provide outstanding customer support, concentrating on sophisticated issues that AI cannot yet completely address
Candidate requirements
- Must be located in North or South America
- Minimum 3 years total experience in technical customer support positions
- Foundational coding ability for troubleshooting and bug resolution purposes
- Diagnostic Capabilities: Communicating complex technical matters in accessible language, displaying solid problem comprehension, suggesting appropriate diagnostic approaches, offering multiple resolution options, and exhibiting thoroughness
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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