Application Support Engineer, Trilogy

Application Support Engineer, Trilogy (Remote) - $60,000/year USD Base pay range: $30.00/hr – $30.00/hr. Customer expectations in the support industry continue to rise even as complexity increases. Organizations face pressure to deliver AI‑driven, immediate solutions, yet most remain stuck in pilot phases and find it difficult to translate AI into tangible results. The challenge is set to intensify. Projections suggest that by 2029, agentic systems will handle the majority of routine issues autonomously, creating a widening chasm between what customers expect and what support teams currently deliver. We are bridging that divide with a distinct approach: AI‑augmented "cyborg" agents who combine sophisticated troubleshooting skills with product knowledge and agentic AI capabilities. In this position, you will train, refine, and guide the tools. Each resolution strengthens our automation, each root cause diagnosis becomes a repeatable procedure, and each outlier case you decode enhances the system for thousands of future customers. This is the intersection of advanced troubleshooting, human judgment, and AI coordination, delivering rapid resolutions today while building compounding intelligence for the future. This position demands hands‑on problem solving at the production level. You will investigate unclear failures spanning networks, databases, cloud infrastructures, and enterprise applications; use AI to hypothesize, validate, and accelerate diagnosis; capture the human reasoning that trains our systems; and proactively identify patterns that transform isolated fixes into reliable automations. It is not about following scripts, sorting tickets, or "escalating to Level 3." If you excel at lateral thinking when documentation is sparse, if you can navigate from packet captures to query plans to workflow traces seamlessly, and if you are confident challenging an LLM when it errs, this role will suit you well. What You Will Be Doing AI‑Augmented Customer Resolutions: Investigate complex tickets escalated by AI systems, apply human judgment to areas where AI underperforms, and subsequently enhance the AI system by closing identified gaps. What You Won’t Be Doing Spending two full months on onboarding; you will be expected to ramp up on several products within the first month (we acknowledge this is aggressive). Depending on your managers for assistance; if you are not skilled at unblocking yourself, you will likely find this role difficult. Application Support Engineer Key Responsibilities Combine technical human expertise and AI capabilities to provide exceptional customer support, concentrating on complex issues that AI cannot yet fully address. Basic Requirements Must be based in North or South America. At least 3 total years of experience in a technical customer support role. Advanced generative AI proficiency (i.e., use of multiple AI tools, ability to automate workflows and custom GPTs); if you've only used LLMs for research, learning, brainstorming, or content generation, that will be deemed insufficient. 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. There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you 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. #J-18808-Ljbffr