Technical Support Engineer, Trilogy

Technical Support Engineer, Trilogy (Remote) - $60,000/year USD 1 day ago Be among the first 25 applicants This range is provided by Crossover. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $30.00/hr - $30.00/hr At most organizations, customer support operates with significant inefficiency and underperformance. Support personnel often spend valuable time on routine tasks or face challenges beyond their limited skill set. Research indicates that more than 60% of support tickets require escalation because frontline teams lack the necessary capabilities to address them. Trilogy operates differently. With responsibility for more than 100 enterprise software solutions, we have transformed customer support through sophisticated AI implementation. Our AI‑driven chatbot resolves the majority of incoming issues, which means our engineers focus exclusively on the most challenging and complex scenarios. Every ticket that reaches you will be demanding, diverse, and will call for innovative problem‑solving approaches. This position demands immediate productivity and self‑sufficiency. Candidates who require extensive supervision, prefer gradual onboarding, or frequently ask questions with readily available answers will find themselves unsuited to the role within days. The position requires initiative, rapid adaptation, and a strong capacity for independent problem resolution. For those prepared to engage with the most difficult challenges in customer support, this opportunity offers exceptional professional development. You will develop comprehensive technical knowledge across an extensive product ecosystem while directly influencing Trilogy's standard of excellence. Candidates willing to operate at their maximum capacity are encouraged to apply. What You Will Be Doing AI-Enhanced Problem Resolution: Examine complex support tickets escalated from AI systems, apply specialized human judgment where AI capabilities are limited, and subsequently enhance the AI system to address similar future cases What You Won’t Be Doing Spending eight weeks on onboarding; you will need to achieve operational proficiency across multiple products during your first month (we acknowledge this expectation is demanding) Depending on management for routine assistance; candidates who cannot independently overcome obstacles will find this role challenging Technical Support Engineer Key Responsibilities Combine advanced technical knowledge with AI capabilities to provide superior customer support, concentrating on sophisticated issues that remain beyond current AI resolution capacity Basic Requirements Minimum of 3 years of total experience in technical customer support positions Sophisticated generative AI capabilities (including experience with multiple AI platforms, demonstrated ability to automate processes and develop custom GPTs); candidates whose AI experience is limited to research, learning, ideation, or content creation will not meet this requirement Current residence in North or South America About Trilogy Hundreds of software businesses run on the Trilogy Business Platform. For three decades, Trilogy has been known for 3 things: Relentlessly seeking top talent, Innovating new technology, and incubating new businesses. Our technological innovation is spearheaded by a passion for simple customer-facing designs. Our incubation of new businesses ranges from entirely new moon-shot ideas to rearchitecting existing projects for today's modern cloud-based stack. Trilogy is a place where you can be surrounded with great people, be proud of doing great work, and grow your career by leaps and bounds. Working with us This is a full-time (40 hours per week), long-term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record. The compensation level for this role is $30 USD/hour, which equates to $60,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult www.crossover.com/help-and-faqs for more details on this topic. Crossover Job Code: LJ-3330-CA-Peel-TechnicalSuppo.004 Referrals increase your chances of interviewing at Crossover by 2x Seniority level Associate Employment type Full-time Job function Engineering, Information Technology, and Customer Service Industries Software Development, IT Services and IT Consulting, and Telecommunications #J-18808-Ljbffr