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
 
 
 
 
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, regardless of the programming language

  • 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 how CRM/ERP systems work

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

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.

 
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 Crossover University “Bootcamp” training program. This is elite training taught by our top instructors.

Here’s what our graduates have to say about Crossover University:

"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. Crossover University 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.

Proactively help customers and L1 colleagues by getting in front of problems and potential issues.

Meet and exceed weekly production and quality goals.

Participate in our very own ‘pair support program’ and share knowledge with colleagues.

Write knowledge base articles

Solve customer issues that L1 Customer Support Engineers could not solve

 
CANDIDATE REQUIREMENTS

To excel in this position you will need to:

Have a Bachelor’s degree or equivalent

Have perfect spoken and written English

+4 years as a front-line agent supporting software products

Be able to read code without any problems, regardless of the programming language

Be able to write basic scripts in various programming languages (from automating jobs to creating connectors)

Demonstrate an intermediate to advanced understanding of the following:
• Windows or Unix/Linux Server
• Network and Web servers
• Database MS SQL / MySQL / Oracle / PostgreSQL
• Sharepoint
• Active Directory
• Java / JavaScript / CSS / HTML
• Docker
• Python
Be a master in troubleshooting, issue tracking, and ticket management

Be able to write specs/documentation/knowledge base articles

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.

 
 
 
 

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

Knowledge base article creation

Relevant Files and Links

Here are a few relevant books that will help you understand the expectations & align you with Crossover’s hiring managers’ philosophy:

Page 1

7 Habits of Highly Effective People

Stephen R. Covey
(Author)

Be Our Guest: Perfecting the art of customer service

Disney
(Author)

On Writing Well

William Zinsser
(Author)

 

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