Description
Educational support systems face mounting complexity even as schools, students, and families demand more. Today's schools require immediate, AI-powered responses spanning learning platforms, student information systems, hardware, and operational processes. Yet most providers remain trapped in disjointed tools, manual handoffs, and fragile workflows that collapse under pressure.
We bridge this divide through a fundamentally reimagined approach: AI-enhanced "cyborg" agents embedded within a living educational environment. In this position, you will influence how the system evolves. Each resolution refines future automation, each root cause investigation drives process and policy decisions, and each edge case you decode elevates outcomes for thousands of students and educators.
This is direct, production-level troubleshooting within a service context. You will diagnose unclear, multi-party failures spanning learning software, SIS platforms, identity infrastructure, network environments, and operational processes; use AI to form hypotheses, validate approaches, and speed resolution; capture the human logic that instructs both systems and colleagues; and surface patterns that transform isolated fixes into lasting, organization-wide gains.
This is not ticket sorting, script execution, or "hand off and hope." If you excel when documentation is sparse, when issues cross engineering, operations, and instruction, and when you can transition from technical diagnosis to stakeholder coordination without sacrificing precision, this role will suit you well.
What you will be doing
- AI-Enhanced Customer Problem Solving: Investigate complex cases escalated beyond AI capability, apply human judgment where AI is limited, and strengthen the AI system by addressing those limitations
What you will NOT be doing
- Spending two full months ramping up; you will be expected to reach competency across multiple products within the first month (we recognize this is demanding)
- Depending on your managers for unblocking; if you are not skilled at removing your own obstacles, you will find this role challenging
Key responsibilities
- Combine technical human judgment with AI tools to provide outstanding customer support, concentrating on complicated problems that AI cannot yet fully address
Candidate requirements
- A minimum of 3 years total experience in a technical customer support role
- Fundamental coding ability for troubleshooting and bug resolution purposes
- Problem-Solving Capabilities: Translating complex problems into simple explanations, showing deep problem comprehension, suggesting appropriate troubleshooting approaches, offering multiple resolution options, and maintaining careful attention to detail
- Must be located in a North or South American time zone
You will be working for
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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