Description
Customer support is overwhelmed by escalating complexity even as expectations rise. Today's customers anticipate AI-driven, immediate solutions, 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, autonomous agentic systems will handle the majority of routine issues, creating a widening chasm between what customers demand and what organizations currently deliver.
Our approach bridges this divide through a hybrid model: AI-enhanced "cyborg" agents who combine sophisticated troubleshooting expertise with deep product knowledge and agentic AI capabilities. In this position, you refine, repair, and mentor the tools themselves. Each resolution strengthens our automation frameworks, each root cause investigation becomes a repeatable playbook, and each anomaly you decode enhances the system for thousands of future interactions. This is the intersection of expert-level troubleshooting, human judgment, and AI coordination, engineered to accelerate resolutions now while building compounding intelligence over time.
This position demands hands-on problem solving at the production level. You will diagnose unclear failures spanning networks, databases, cloud infrastructure, and enterprise applications; deploy AI to generate hypotheses, validate theories, and expedite solutions; capture the human reasoning that trains our platforms; and proactively identify patterns that convert isolated fixes into resilient 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 transition seamlessly from packet inspection to execution plans to workflow diagnostics, and if you're prepared to correct an LLM when necessary, this role will suit you.
What you will be doing
- AI-Enhanced Customer Issue Resolution: Investigate complex cases escalated beyond AI system capabilities, deploy specialized human judgment where automation reaches its limits, and subsequently refine the AI to narrow that gap
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 acknowledge this pace is demanding)
- Depending on management intervention for assistance; if you cannot effectively unblock yourself, this role will present significant challenges
Key responsibilities
- Combine specialized human technical knowledge with AI tooling to provide superior customer support, concentrating on intricate problems that remain beyond AI's current autonomous capabilities
Candidate requirements
- Must be located in North or South America
- Minimum 3 years of cumulative experience in technical customer support positions
- Foundational coding abilities for troubleshooting and bug resolution purposes
- Troubleshooting Competencies: Articulating complicated issues clearly and simply, exhibiting robust problem comprehension, suggesting applicable troubleshooting methodologies, offering multiple resolution approaches, and maintaining rigorous 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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