Description
Educational support infrastructures face mounting complexity as demands from schools, students, and families intensify. Modern institutions require immediate, AI-powered responses spanning learning platforms, student information systems, hardware, and operational workflows. Yet most organizations remain trapped in disconnected tools, manual handoffs, and fragile systems that collapse under real-world pressure.
We address this challenge through a distinctly different approach: AI-enhanced "cyborg" agents positioned at the heart of a functioning educational ecosystem. In this position, you will influence how the system evolves. Each resolution refines future automation, each root cause investigation shapes process and policy, and each complex scenario you decode enhances outcomes for thousands of students and educators.
This is direct, production-level problem resolution within a service context. You will analyze unclear, multi-party failures spanning learning applications, student information systems, identity platforms, network infrastructure, and operational processes; use AI to formulate hypotheses, validate approaches, and expedite resolution; capture the human logic that instructs both systems and colleagues; and proactively detect trends that convert isolated fixes into sustainable, organization-wide improvements.
This is not about ticket sorting, procedure execution, or "forward and wait." If you excel when documentation is sparse, when challenges cross engineering, operations, and instruction, and when you can transition from technical diagnosis to stakeholder coordination without compromising precision, this role will suit you.
What you will be doing
- AI-Enhanced Customer Resolution: Investigate complex tickets routed by AI systems, deploy human judgment in domains where AI underperforms, and subsequently improve the AI system by closing identified gaps
What you will NOT be doing
- Spending two full months onboarding; you will be required to master multiple products during the first month (we recognize this is demanding)
- Depending on your managers for assistance; if you cannot effectively unblock yourself, this role will be challenging
Key responsibilities
- Combine technical human judgment and AI capabilities to provide outstanding customer support, concentrating on complex cases that AI cannot yet completely address
Candidate requirements
- Minimum of 3 years total experience in a technical customer support position
- Foundational coding abilities for troubleshooting and bug correction purposes
- Diagnostic Competencies: Communicating complex issues in accessible language, displaying solid problem comprehension, suggesting appropriate troubleshooting methods, offering multiple resolution options, and maintaining attention to detail
- Must be located in a North or South American time zone
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.