L3 Customer Support Chief Architect


Apply for high-paying remote L3 Product 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.

L3 Product Support Engineer

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

Do you want to work for a support team, unlike any other support organization?

L3 Product Support Engineers are the most highly skilled product specialists, chief architects, or engineers who have the ability to deep dive into tickets, categorize/classify issues, find the problematic patterns, deep dive by debugging applications, identifying the issues, and analyzing the root cause. Are you up to the challenge? It is not easy but it is exciting!

 
 
Why Crossover?
Be a part of the fastest growing private equity portfolio in the world. Join our rapidly expanding partner network. Support an expanding global network of clients. A key benefit of Crossover is that all our roles are location independent. Live and work anywhere: work from home, a coffee shop or at one of the many co-working spaces Crossover partners can access and collaborate.
 
 
WHAT YOU'LL BE DOING
INTERESTED? APPLY NOW!

As an L3 Product Support Engineer you will:

Provide expert product and service support

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

Attempt to duplicate problems and define root causes, using product designs, code, or specifications

Document new fixes for use by L1 and L2 personnel

Deliver high-quality trainings or playbooks

Automate quality checklist for L1, L2 tickets

 
CANDIDATE REQUIREMENTS

At least 5+ years providing technical support and software engineering

Software architect-level technical acumen in modern software languages - since 90% of the products you will be supporting are written in Java or .Net - you will be asked to prove your technical skills in these languages.

Required administration and troubleshooting of:

Windows or Unix/Linux Server

Network and Webservers

Database MS SQL / MySQL / Oracle / PostGreSQL

Sharepoint

Active Directory

Java / Java Script / CSS / HTML

AWS

Docker

Python

Strong oral/written communication skills in English is a must, so you can communicate effectively and professionally with customers.

 
To get started on your journey, you will be onboarded to our self-directed Agent University, a self-learning system through which you get to know every single product.

After graduation, you will be enrolled to our very own Pair Support Program where you learn by problem-solving real customer tickets guided by our top performer agents. The primary goal of Pair Support is to create a culture where all team members solve tickets on all products in a continuous improvement learning environment.

Here’s what Daniele de Felice, L3 Product Support Engineer, thinks is the main challenge of this role:

The main challenge in this role is to deep dive into the products, analyze them, identify and remove the complexity, in order to improve the quality of the support and the overall experience for our customers. Also, collaboration is essential, the main strategy is sharing the goals and the progress within the team, taking advantage of good ideas for the benefit of everyone. Using common playbooks, doing pairing sessions and encouraging real-time communication plays also a central role in improving the performance.
 
And you can also register for a Hiring Tournament!

Register For A Tournament

What's a Hiring Tournament?
A Tournament is an Online Hiring Event and includes all testing for the role at the same day. Upon grading the deliverables from the event, we will set up qualified candidates with an interview with the hiring manager.
 
 
 
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 & agent facing - step by step debugging by ticket type.

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. You will learn how to apply tools and techniques in order to make the products better from the support point of view, from the creation of test environments to troubleshooting tools.
 
 
 
FAQs