Application Support Engineer $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
Educational support organizations face mounting complexity as schools, students, and families demand more. Today's schools require real-time, AI-powered responses spanning learning platforms, student information systems, devices, and operational workflows. Yet most support teams remain constrained by disconnected tools, manual handoffs, and fragile processes that break under production demands.
We address this through a fundamentally reimagined approach: AI-enhanced "cyborg" agents positioned at the core of a living educational environment. In this position, you will influence how the platform evolves. Each resolution you deliver refines future automation, each root cause investigation shapes process and policy, and each complex scenario you solve strengthens outcomes for thousands of students and educators.
This is production-grade, hands-on troubleshooting within a service context. You will investigate unclear, multi-party failures spanning learning applications, student information systems, identity infrastructure, networks, and operational processes; use AI to form hypotheses, validate theories, and speed up resolution; capture the human insight that trains both systems and colleagues; and surface patterns that convert isolated fixes into lasting, organization-wide improvements.
This is not about sorting tickets, following scripts, or "escalate and wait." If you excel when documentation is sparse, when issues cross engineering, operations, and academic domains, and when you can shift from technical diagnosis to stakeholder coordination without compromising precision, this role will suit you.
What you will be doing
- AI-Augmented Customer Resolutions: Investigate complex tickets escalated by AI systems, contribute human judgment where AI is insufficient, and then improve the AI system to close the capability gap
What you will NOT be doing
- Taking two whole months to get up to speed; you will be expected to ramp up on several products within the first month (we are aware this is aggressive)
- Relying on your managers for help; if you are not adept at unblocking yourself, you will likely struggle in this role
Key responsibilities
- Combine technical human expertise and AI capabilities to deliver exceptional customer support, concentrating on complex issues that AI cannot yet fully resolve
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
You will be working for
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