Description
The hardest tickets demand more than someone who can follow a script. They require an engineer capable of navigating unclear context, misconfigured systems, conflicting evidence, upset customers, and AI-generated false leads—then determining what the actual problem is. This position is designed for the support engineer who thrives on the unsolved case: replicating the failure, analyzing logs, tracking API behavior, examining JSON payloads, distinguishing a 401 from a 404 from a 429, and leveraging AI aggressively without blind trust.
Traditional support teams still operate on queues, macros, handoffs, and "known issue" documentation. We are doing something different. Routine support is increasingly automated through AI and L1 processes, so human judgment is now reserved for the toughest problems. AI is not replacing you in this role. It is the instrument you direct, validate, challenge, and confirm.
This position is not about copying AI responses, making quick guesses, waiting to be told what to do, or escalating the instant a ticket becomes unfamiliar. It is not suited for someone who masters one product and then stalls when the next issue involves a different stack. It is about delivering the correct answer in the minimum number of customer interactions the issue permits: reproducing before prescribing solutions, investigating across tickets, Slack, knowledge bases, logs, configurations, and concrete evidence before escalating, and composing customer replies clear enough to defuse tension. The technical foundation is required: REST APIs, JSON, HTTP status codes, command line, and logs. That baseline qualifies you. Judgment in ambiguous conditions is what makes you effective.
In this position, your responsibility is to own each issue until it is either resolved or escalated with clarity, including diagnostic logic valuable for the next agent and future AI processes. You will thrive in this role if the ticket that defies explanation is the one you want most. You will dislike it if you need a single product, a single playbook, and someone else to clear obstacles. If that kind of intensity energizes you, please apply.
What you will be doing
- AI-Augmented Customer Resolutions: Resolving ambiguous, escalated tickets by combining in-depth, hands-on troubleshooting with AI that you direct, anchor in actual documentation, and verify.
What you will NOT be doing
- Spending two full months ramping up; you will be expected to become proficient on multiple products within the first month (we recognize this is demanding)
- Depending on your managers for assistance; if you are not skilled at unblocking yourself, you will likely find this role challenging
Key responsibilities
- Combine technical human expertise with AI capabilities to provide exceptional customer support, concentrating on complex issues that AI cannot yet fully address
Candidate requirements
- Must be located in one of the following regions: North America, South America, Australia, New Zealand, Philippines
- At least 2 years of experience in a technical customer support role
- Basic coding skills for the purpose of troubleshooting/bug fixes
- Troubleshooting Skills: Explaining complex issues in simple terms, demonstrating strong problem understanding, recommending relevant troubleshooting strategies, proposing multiple solution paths, and showing attention to detail
- AI Proficiency: A clear understanding of AI tools and their role in support workflows, including knowing their strengths, limitations, and how to use them effectively to solve problems faster
Applying for a role? Here’s what to expect.
Crossover's skill assessment process combines innovative AI power with decades of human research, to take the guesswork, human bias, and pointless filters out of recruiting high-performing teams.
Chat-style screening interview.
Cognitive aptitude test.
Prove real-world job skills.
Interview with the hiring manager.
Pass proctored test.
Accept job offer.
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