Description
Customer expectations in support are rising while operational complexity intensifies. Today's customers demand AI-driven, immediate solutions, yet most companies remain stuck in pilot phases and fail to extract meaningful business value from AI investments. The challenge is about to escalate. Industry forecasts predict that by 2029, agentic systems will independently handle the majority of routine support cases, creating a widening chasm between what customers expect and what current infrastructures can deliver.
Our approach bridges this divide through a hybrid model: AI-enhanced "cyborg" support specialists who combine rigorous troubleshooting expertise with product mastery and agentic AI capabilities. In this position, you refine, repair, and mentor the technology. Each resolution you engineer strengthens our automation frameworks, every root cause investigation transforms into a repeatable protocol, and every outlier scenario you decode enhances system performance for thousands of future interactions. This is the intersection where sophisticated diagnostics, human judgment, and AI coordination converge to accelerate resolution times today while building cumulative intelligence for the future.
This position demands hands-on problem resolution at production scale. You will decode ambiguous system failures spanning networks, databases, cloud infrastructure, and enterprise applications; harness AI to formulate hypotheses, validate theories, and expedite analysis; capture the human logic that trains our platforms; and proactively identify trends that convert isolated fixes into sustainable automations. This is not about following scripts, triaging tickets, or escalating to senior teams. If you excel at lateral thinking when documentation is sparse, if you can pivot seamlessly from packet analysis to execution plans to workflow diagnostics, and if you're confident challenging an LLM's conclusions, you will thrive here.
What you will be doing
- AI-Enhanced Customer Resolution: Investigate sophisticated tickets escalated beyond AI system capabilities, deploy human judgment where automation underperforms, and subsequently refine the AI infrastructure to eliminate those gaps
What you will NOT be doing
- Spending two full months on onboarding; you will be required to achieve proficiency across multiple products within your first month (we recognize this expectation is demanding)
- Depending on your managers to unblock you; if you lack the ability to independently clear obstacles, this role will present significant challenges
Key responsibilities
- Combine technical human judgment with AI tooling to provide superior customer support, concentrating on intricate challenges that remain beyond full AI resolution
Candidate requirements
- Must be located in North or South America
- Minimum 3 years of total experience in technical customer support functions
- Fundamental coding ability for troubleshooting and bug remediation purposes
- Advanced generative AI expertise (i.e., proficiency with 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 Capabilities: Articulating intricate problems in accessible language, exhibiting robust problem comprehension, identifying appropriate troubleshooting methodologies, presenting multiple resolution approaches, 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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