L1 Customer Support Engineer


Apply for high-paying remote  L1 Customer Support Engineer jobs right now. Be part of a global customer support team where every agent learns every product. Work with the best global support engineers using our data-driven solution to help you measure productivity within your remote teams.

L1 Customer Support Engineer

$ 30k/Year  ($ 15/Hour for 40 hours of productive work per week)  Remote Position   Long-term

At Crossover, we are firm believers that customers deserve to be heard, cared for and treated with respect. This is the foundation for delivering world-class service. We are in search of those higher-level agents that can possess technical expertise and are masters at delivering exceptional customer service.

We strive to be the best by hiring the best. We are looking for professionals who have an analytical mind, prior technical support experience, and a passion for helping others to join our elite force.

APPLY NOW
 
 
 
 
WHY CROSSOVER?
Crossover recruits and builds world class high performing teams to power the fastest growing portfolio of software products in the world. No other company provides the training and the opportunities to test yourself on the depth and diversity of projects that we do. All roles are location independent so you are guaranteed to work with the best in the world. Challenge yourself. Be part of the change.
 
 
WHAT YOU'LL BE DOING

Our agents are passionate, smart and understand that world-class service is not just about solving the problem. It’s about the experience. We put our customers first. As a Level 1 Customer Support Engineer, you will be the cornerstone of this philosophy.

This is a remote position, and therefore superb written and verbal communication skills are vital to success. Our agents must be able to communicate effectively and professionally with our customers, while utilizing their technical experience and knowledge to resolve issues to reach high-quality service.

 
BOOTCAMP PROGRAM

To apply for a role at Crossover, you will go through a series of online tests, usually during the online hiring event. If you pass these tests, you will be offered the opportunity to participate in our four-full-time week Bootcamp training program. This is elite training taught by our top instructors.

Here’s what our graduates have to say about Bootcamp:

"I am very pleased to say that because of Crossover's unorthodox and unique way of transferring the knowledge through (Paired sessions, coaching sessions with CSMs), I have never been more confident in my technical skills and abilities for my role."
-Mikael F

"The CTO Bootcamp was another thing that motivated me. I wanted to see how CTOs across the globe work and learn from them."
-Javed Z

"I've been with the company since Aug (been part of the second Bootcamp) and since then I've learned SQL, databases, servers, tapes, other content management systems etc- and that's only been in 3 months. Usually when I'm in a new company, I learned a lot about their platform, their tools etc during the length of my time with them but never at this speed!"
-Monnaliza T

It is offered as soon as you want to get started. You will be compensated for 40 hrs/ week at the hourly rate for the role you are applying to. Bootcamp training is an excellent opportunity to learn about our culture, expectations, tools, processes, and procedures. It's an intensive and demanding program, but every graduate is guaranteed a job at the end of it.
ONLINE HIRING EVENT



A hiring event is a scheduled online event where all our relevant testing relating to a role is conducted on the same day. Submissions received during the event are graded the following week, and successful candidates notified if they have progressed to the next round which is an online interview with a Hiring Manager.

 
 
KEY RESPONSIBILITIES

Provide a world class customer experience

Be available when customers need you in a 24/7 model

Work one-on-one with customers in helping them succeed with their new toy (our software product!)

Get in front of problems and proactively help customers resolve potential issues

Learn multiple products at the same time

Master playbooks and implement best practices

Resolve calls efficiently and effectively

Meet productivity and quality goals for all tickets solved on a weekly basis

 
CANDIDATE REQUIREMENTS

Strong oral/written communication skills in English

+2 years as a front-line agent supporting software products

Able to solve 15 tickets per day

Ability to learn multiple products across multiple technologies

Well versed in current software support practices and tools including troubleshooting, issue tracking, and ticket management

Working knowledge in programming is a plus, so you can learn our products and resolve basic technical issues

Basic/Intermediate technical software skills in the following:
• Unix/Linux
• Database MS SQL / MySQL / Oracle / PostgreSQL
• AWS
• Active Directory
• Network and Web Servers
• Sharepoint
• Java / JavaScript / CSS / HTML
 
 
WHAT YOU WILL LEARN
 

You will be part of a fast pace remote work environment where information, processes, and procedures can literally change from one day to the other, and you will learn to keep the pace. You will learn how to work together with a large organization, making all the different parts fit together, in order to improve the end-to-end process of support.

 
 
 
 
 

Work Examples

Every job creates excellent work. We want to show you the types of things you will learn, using real work examples of the processes, training examples, playbooks, projects you will build on the job.

Page 1

DNN Playbook

Here is a playbook that has been produced by existing members of our Support organization on one of our top products. This is an excellent example of learning materials for new support team members

Questions
and Answers

  • How is the support team organized?

    Our current support team has the following structure:

    • SVP - Senior Vice President

    • VP - Vice President (3-5)

    • CSM - Customer Support Managers (8-10)

    • L3 PSM - Level 3 Product Support Managers (20)

    • L2 CSA - Level 2 Customer Support Architects (50)

    • L1 CSE - Level 1 Customer Support Engineers (100-150)

  • What type of software products do you support?

    Please take a look at our portfolio of companies and products here

  • L1 Customer Support Agents work on weekends?

    Yes, you will have a shift that will include weekends.

  • Which are the metrics you are measured by?

    In this position, you will be expected to deliver weekly results. Your results will be measured by quality metrics (internal quality scorecard), customer NPS, and productivity measured by amount of tickets solved per day.

 
 
 
WHAT CROSSOVER MEMBERS SAY ABOUT THE ROLE

 
ABOUT THE ROLE

 
FAQs