Engenheiro de Suporte 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
Educational support ecosystems face mounting complexity even as demands from students, schools, and families intensify. Schools require immediate, AI-powered responses spanning learning platforms, student information systems, devices, and operational workflows. Yet most organizations remain trapped in disconnected tools, manual handoffs, and fragile processes that collapse under operational pressure.
We bridge this divide through a fundamentally reimagined approach: AI-enhanced "cyborg" agents working at the heart of a live educational environment. In this position, you will influence how the system evolves. Each resolution enhances future automation, each root cause investigation shapes process and policy, and each edge case you resolve strengthens outcomes for thousands of educators and students.
This is practical, production-level problem solving within a service context. You will diagnose ambiguous, multi-party failures spanning learning applications, student information platforms, identity systems, networks, and operational processes; use AI to develop hypotheses, test solutions, and expedite resolution; document the human analysis that educates both systems and colleagues; and proactively spot patterns that transform isolated fixes into lasting, organization-wide enhancements.
This is not about ticket sorting, script execution, 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 investigation to stakeholder communication without sacrificing precision, this role will be a natural fit.
What you will be doing
- AI-Augmented Customer Resolutions: Investigate complex tickets escalated by AI systems, apply human judgment to areas where AI underperforms, and then bridge the gap by refining the AI system
What you will NOT be doing
- Spending two full months onboarding; you will be expected to ramp up on multiple products within the first month (we recognize this is ambitious)
- Depending on your managers for assistance; if you are not skilled at unblocking yourself, you will likely find this role challenging
Key responsibilities
- Combine technical human expertise and AI capabilities to provide exceptional customer support, concentrating on complex cases 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
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.
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