Ingeniero 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 difficult challenges—the unusual edge cases, the tickets where documentation runs out, dashboards conflict, and colleagues offer no answers. AI, systems, software, and troubleshooting excite you, yet you have no interest in spending your time on repetitive requests that should have been automated long ago.
We are building AI-augmented "cyborg" agents: specialists who combine deep technical troubleshooting capabilities with product insight and agentic AI. In this position, you determine which technical challenges merit human attention, which should never need human involvement again, and how to transform 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 more of the workload.
Each complex failure you resolve becomes 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 issues that current AI cannot yet resolve, then work to eliminate that gap. The outcome is fewer routine requests, faster resolutions, and a support infrastructure that scales your expertise.
This represents a rare opportunity to develop AI expertise without handling mundane tickets daily. If you enjoy lateral thinking when answers aren't obvious, moving seamlessly from packet capture to query plan to workflow trace, and explaining precisely why an LLM is mistaken, this role will suit you well.
What you will be doing
- AI-Augmented Customer Resolutions: Examine complex tickets escalated by AI systems, apply human judgment to areas where AI underperforms, then eliminate that gap by enhancing the AI system
What you will NOT be doing
- Spending two full months onboarding; you will be expected to ramp up on several products within the first month (we recognize this is demanding)
- Depending on your managers for assistance; if you cannot unblock yourself effectively, you will likely find this role challenging
Key responsibilities
- Combine technical human expertise with AI capabilities to provide exceptional customer support, concentrating on complex issues that AI cannot yet fully 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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