Description
Educational support infrastructure faces mounting complexity as demands from students, families, and schools escalate. Institutions demand real-time, AI-powered responses spanning learning platforms, student information systems, devices, and operational workflows. Yet most support organizations remain trapped in disconnected tools, manual handoffs, and fragile systems that collapse under pressure.
We bridge this divide through a fundamentally reimagined approach: AI-enhanced "cyborg" agents embedded within a living educational environment. In this position, you will directly influence how the system evolves. Each resolution you complete refines future automation, every root cause investigation shapes process and policy, and each edge case you solve amplifies outcomes for thousands of learners and teachers.
This is production-grade, hands-on problem solving within a service context. You will investigate ambiguous, multi-party failures spanning learning applications, student information platforms, identity infrastructure, networks, and operational systems; use AI to form hypotheses, experiment, and expedite resolution; capture the human reasoning that trains both systems and colleagues; and surface patterns that convert isolated fixes into lasting, organization-wide improvements.
This is not ticket sorting, script execution, or "escalate and pause." If you excel when documentation is sparse, when issues cross engineering, operations, and pedagogy, and when you can shift from technical diagnostics to stakeholder coordination without sacrificing precision, this role will suit you.
What you will be doing
- AI-Enhanced Customer Resolution: Investigate complex cases escalated by AI platforms, deploy human judgment where AI is insufficient, and subsequently enhance AI performance by closing knowledge gaps
What you will NOT be doing
- Spending two full months onboarding; you are expected to become proficient across multiple products within the first month (we recognize this pace is demanding)
- Depending on managers for unblocking; if you cannot independently remove obstacles, this role will present challenges
Key responsibilities
- Combine technical human judgment with AI tools to provide outstanding customer support, concentrating on intricate problems that AI cannot yet independently resolve
Candidate requirements
- Must be located in North or South America
- Minimum 3 years of total experience in technical customer support
- Foundational coding ability for troubleshooting and minor bug resolution
- Troubleshooting Competencies: Communicating complex problems clearly, exhibiting deep problem comprehension, suggesting appropriate diagnostic approaches, offering multiple resolution options, and maintaining meticulous attention to detail
You will be working for
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.
Frequently asked questions
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.