Description
The support sector faces mounting complexity while customer demands continue to rise. Today's customers anticipate AI-driven, immediate solutions, yet most companies remain stuck in pilot phases and find it difficult to translate AI into tangible results. The challenge is about to intensify. Agentic systems are expected to independently handle the majority of routine issues by 2029, creating a critical divide between what customers expect and what organizations currently deliver.
We're bridging this divide through an alternative approach: AI-enhanced "cyborg" agents who combine advanced diagnostic expertise with product knowledge and agentic AI capabilities. In this position, you refine, correct, and guide the technology. Each resolution strengthens our automation framework, every root cause investigation becomes a repeatable pattern, and every complex scenario you decode enhances the system for thousands of future customers. This is the intersection of sophisticated troubleshooting, human analytical thinking, and AI coordination—delivering rapid resolutions now while building cumulative intelligence for the future.
This position demands hands-on problem resolution at the production level. You will investigate unclear failures spanning networks, databases, cloud infrastructure, and enterprise applications; harness AI to form hypotheses, validate theories, and accelerate outcomes; capture the human logic that instructs our systems; and proactively identify trends that transform isolated fixes into lasting automations. This is not about following scripts, sorting tickets, or "escalating to Level 3." If you excel at creative problem-solving when documentation is sparse, if you can transition seamlessly from packet analysis to execution plans to workflow diagnostics, and if you're confident challenging an LLM's conclusions, you'll thrive in this environment.
What you will be doing
- AI-Enhanced Customer Resolution: Examine sophisticated tickets escalated by AI platforms, deploy human judgment in areas where AI underperforms, and subsequently enhance the AI system by addressing those limitations
What you will NOT be doing
- Spending two full months onboarding; you will be expected to achieve proficiency across multiple products within the first month (we recognize this is an ambitious timeline)
- Depending on managers to unblock you; if you are not skilled at removing your own obstacles, this role will likely present significant challenges
Key responsibilities
- Combine technical human judgment and AI capabilities to provide superior customer support, concentrating on sophisticated issues that AI cannot yet completely address
Candidate requirements
- Must be located in North or South America
- Minimum of 3 years total experience in a technical customer support capacity
- Fundamental coding ability for troubleshooting and bug resolution purposes
- Advanced proficiency with generative AI (i.e., working knowledge of multiple AI platforms, capability to automate workflows and build custom GPTs); if your LLM usage has been limited to research, learning, brainstorming, or content creation, that will be considered insufficient
- Diagnostic Capabilities: Communicating complex issues in accessible language, demonstrating comprehensive problem comprehension, suggesting appropriate troubleshooting approaches, offering multiple resolution pathways, and exhibiting 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.
Frequently asked questions
About the role
Reviews
Meet some people who've landed similar jobs
Recruitment sucks. So we’re fixing it.
The Olympics of work
It’s super hard to qualify—extreme quality standards ensure every single team member is at the top of their game.
Premium pay for premium talent
Over 50% of new hires double or triple their previous pay. Why? Because that’s what the best person in the world is worth.
Shortlist by skills, not bias
We don’t care where you went to school, what color your hair is, or whether we can pronounce your name. Just prove you’ve got the skills.
Join the world's largest community of 
AI-first remote workers.