L2 Customer Support Architect


Can you couple technical acumen with exceptional verbal and written communication skills? Learn more about our L2 Customer Support Architect role.

L2 Customer Support Architect

$ 60k/Year  ($ 30/Hour for 40 hours of productive work per week)  Remote Position   Long-term

Do you enjoy challenging your technical acumen? Are you passionate about solving complex issues and providing exceptional customer experiences? Are you able to couple your technical knowledge with your exceptional verbal and written communication skills? If so, then you belong to our elite support team!

Level 2 Customer Support Architects are the technical wizards in our Support organization. They use their technical expertise to resolve complex customer issues and improve the customer’s overall experience using our software to identify bugs, feature requests, and customization requests. The L2 agent is the person primarily responsible for delivering workable solutions to our customers and communicating with other technical teams about product issues.

“Working with the best and smartest people in the world, solving real problems, identifying complex patterns in the tickets and addressing them, while interacting with support agents, chief architects, and product engineers. That's’ why this is a super exciting role!”
-Ivina A, L2 Customer Support Architect
, we have  full time partners from your country,   Let’s make it !

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 Level 2 Customer Support Architects are tech specialists who enjoy working on complex issues and the challenge that comes with escalated tickets. These innovative problem solvers are passionate about helping the customer and demonstrate the ability to de-escalate situations.

The key to success as an L2 Architect is to have a deep understanding of software support tools, strong technical and analytical skills, and exceptional communication skills. L2s are expected to be subject matter experts in at least 3 technologies that most of our products use, plus be above average for at least 5 other.

You will need to:

  • Read code without any problems (html, javascript, Java, C and other similar languages)

  • Write basic scripts in various programming languages (from automating jobs to creating connectors)

  • Have previous exposure to JavaScript, CSS, HTML, PHP, .NET, Angular and other front-end related technologies

  • Have experience with web servers (IIS/Apache/WebSphere or others)

  • Understand all networking aspects (topologies/routing/configuration)

 
REMOTE CAMP 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 Remote Camp training program. This is elite training taught by our top instructors.

Here’s what our graduates have to say about Remote Camp,

"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 Remote Camp 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 Remote Camp) 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. Remote Camp 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.

 
 
KEY RESPONSIBILITIES

As our innovative problem solvers and masters of de-escalating issues, your core responsibilities include, but are not limited to the following:

Deliver a world-class experience in each ticket interaction providing in-depth technical support

Continuously learn to support multiple products across multiple technologies.

Meet and exceed weekly production and quality goals.

Solve customer issues that L1 Customer Support Engineers could not solve

 
CANDIDATE REQUIREMENTS

To excel in this position you will need to:

Have a degree (BS, MS, or PhD) in either Computer Science, Computer Engineering, Mathematics, Physics or Information Technology

Have perfect spoken and written English

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

+5 years in a technical position such as Software Engineer, Network Engineer, L2+ Technical Support or System Administrator

Be able to document solutions

Be a fast learner, proactive, sharp thinker, investigative and dedicated to solving customers issues

 
 
WHAT YOU WILL LEARN
 

In your role as a Level 2 Customer Support Architect, you will continue to fine tune your exceptional technical support skills to provide elite customer service. You will also expand on your written skills to create knowledge base articles that will guide L1 agents on troubleshooting various customer issues.

With Crossover’s productivity tool, ‘WorkSmart,’ you’ll be able to own your development through identifying moments of high intensity and focus, communicate blockers to your manager, and see your progress on achieving metric performance goals. You will also receive candid feedback weekly to learn, develop and grow in your role and accelerate your career faster than in any other software companies in the market. Organisation

 
 
 
Work Examples
Assets
doc
Knowledge base article creation
https://docs.google.com/document/d/13Mr8tAfHrabCB1xJCF40GRABmfqdgmnnGdUiTwa_qpU/edit#heading=h.a9k0spyz7jh2
GDocs
Relevant files and links
External resources
pdf
Summary of Stephen R. Covey’s 7 Habits of Highly Effective People
Stephen R. Covey (Author)
http://dl.motamem.org/Summary-Seven-Habits-of-Highly-Effective-People.pdf
Book
pdf
Be Our Guest: Perfecting the art of customer service
Disney
https://apoloniasotelocrow.files.wordpress.com/2017/05/be-our-guest-perfecting-the-art-of-customer-service-disney-institute-book-a-by-the-disney-institute-theodore-kinni.pdf
Book
pdf
On Writing Well
William Zinsser (Author)
http://richardcolby.net/writ2000/wp-content/uploads/2017/09/On-Writing-Well-30th-Anniversa-Zinsser-William.pdf
Book
 

Questions
and Answers

  • What does a typical day look like for an L2 Customer Support Architect?

    Level 2 Customer Support Architects are the technical wizards in our Support organization. They use their technical expertise to resolve complex customer issues and improve the customer’s overall experience using our software to identify bugs, feature requests, and customization requests. The L2 agent is the person primarily responsible for delivering workable solutions to our customers and communicating with other technical teams about product issues.

  • Can you give some example metrics/deliverables for the job of L1 CS Engineer?

    L2s have a high expectation to perform in a number of areas that will drive the overall success of the WOW Support Organization. Such as NPS, Alignment to the Manager Calendar, and other key metrics to drive performance and exceptional customer satisfaction.

  • Who does the L2 Customer Support Architect report to directly?

    To a Customer Support Manager

  • What types of products will we support?

    The products we support range from vertical specific software to developer tools to retail and everything in between. Since most of the customer we support growth through acquisition - the portfolio is a broad list comprising of SaaS, on-premise software, tech-enabled managed service and pure IT consulting companies in North America and Europe.

 
 
 
ABOUT THE ROLE

 
FAQs