L3 Customer Support Chief Architect


Do you have a passion for solving complex technical issues and want to join an elite support team? Learn about our L3 Product Support Engineer role.

L3 Product Support Engineer

$ 100k USD/year  $ 50 USD/hour   40h/week   Remote Position   Long-term

L3 Product Support Engineers are the cream of the crop. They are the most highly skilled, elite support agents at Crossover. They embody the world-class culture that is the cornerstone of Crossover’s customer support team. These elite agents have a passion for solving complex technical issues.

For those seeking to join this elite tier of agents you must be able to define and deliver exceptional customer service in real-world scenarios, demonstrate the ability to deep dive into complex technical issues, and effectively communicate resolutions to your peers.

 
 
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
INTERESTED? APPLY NOW!

From solving the most complex technical issues to contributing to the knowledge base, Crossover’s L3 Product Support Engineers are instrumental to customer support’s success.

They are experts coupling their technical acumen with their superb communication skills to deliver world-class service. With their advanced technical skills and knowledge, they provide innovative solutions to complex issues. These future leaders enjoy identifying and removing complexity. Their main goal is to improve the quality of the support and the overall experience for our customers.

 
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.

 
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

Take ownership of customer issues and work diligently to find a resolution

Access the highest technical resources available for problem resolution or new feature creation

Duplicate issues and define root causes, using product designs, code or specifications

Document new fixes to be used by L1 and L2 personnel

Automate quality checklist for L1, L2 tickets

Contribute to the creation and documentation of playbooks

Facilitate trainings and collaborating with teammates to improve quality

 
CANDIDATE REQUIREMENTS

Bachelor degree in Computer Science

Pristine spoken and written English

5+ years providing technical support and software engineering

Advanced technical acumen in modern software languages

Be able to break down complex information for those not well versed in technical terms and processes

Expert in the following:
• Java / JavaScript / CSS / HTML
• C#
• .Net
Previous experience working remotely

Extensive experience writing playbooks for L1/L2 support teams

 
WHAT CROSSOVER MEMBERS SAY ABOUT THIS ROLE

 
 
 
CAREER PATH
YES - YOU WON'T STOP HERE!

Job Title L1 L2 L3 CSM VP SVP
Compensation $15/hr (~$30k/yr) $30/hr (~$60k/yr) $50/hr (~100k/yr) $50/hr (~100k/yr) $100/hr (~$200k/yr) $200/hr (~$400k/yr)
Job Title
(at previous job)
Support Engineer, Technical Support Agent Senior Support Engineer, Senior Technical Support Agent, Senior Software Engineer Senior Software Architect, L3 Technical Support Customer Support Manager, Customer Support Team Lead Customer Support Director, VP of Customer Support Customer Success Executive / SVP Customer Support
Minimum work Experience 2+ years in technical customer support 3+ years in technical customer support 5+ years in technical customer support and software engineering 3+ years hands on technical support 1+ years as team manager 3+ years hands on technical support 5+ years as team manager 3+ years hands on technical support 5+ years as team manager
Total Team Size N/A N/A N/A 15-20 agents 20 - 100 agents 100+ agents
Total Industry experience 2+ years 3+ years 5+ years 5+ years 10+ years 15+ years
Manager Experience 2+ years 3+ years 5+ years 5+ years 10+ years 15+ years
Education Bachelor’s Degree or equivalent Bachelor’s Degree or equivalent Bachelor’s Degree or equivalent Bachelor’s Degree or equivalent Master’s degree or equivalent Master’s degree or equivalent
Core Deliverables * Handles customer issues end to end

* Outstanding troubleshooting

* Outstanding quality customer service

* Escalates promptly to ensure fast resolution.

* Handles the more difficult customer issues end to end

* Outstanding troubleshooting

* Becomes a Subject Matter Expert

* Handles the hardest technical issues

* Authors playbooks training for to increase capability of L1 and L2 support teams

* Handles customer escalations

* Daily deep dives on tickets

* Sets aggressive weekly goals for productivity and quality

* Creates training materials

* Trains and coaches agents

* Handles customer escalations

* Deep dives on tickets

* Delivers weekly progress on quarterly quality and productivity goals for a subset of support

* Trains and coaches managers

* Handles customer escalations

* Deep dives on tickets

* Delivers aggressive quarterly quality and productivity targets that impact customer retention

* Trains and coaches VPs

English proficiency proficient proficient proficient proficient proficient proficient
Technical proficiency Technically literate Technical troubleshooting to the code and configuration level Can find any bug in solution code, product code, and configuration Technically Literate Technically Literate Technically Literate


 
 
THE HIRING MANAGER

carreer growth opportunities
WHAT YOU'LL LEARN
Learning & Growth
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. The challenge is to find solutions to the larger patterns by creating high-quality KBs, both customer facing and agent facing.
 
 
 
FAQs