Senior Technical Support Engineer, Trilogy

4 weeks ago

Golden Horseshoe, Canada Trilogy Full time

Senior Technical Support Engineer, Trilogy (Remote) - $60,000/year USD Base pay: $30/hr – $30/hr (equivalent to $60,000 annually for 40 hrs/week, 50 weeks). We streamline customer support with AI, eliminating 90% of routine tickets so your focus stays on the most challenging and intellectually demanding issues. What You Will Be Doing Resolve complex technical issues escalated from AI systems, requiring deep product knowledge and creative problem‑solving. Analyze patterns in AI‑escalated tickets to identify gaps and collaborate with AI teams to improve system capabilities. Serve as the technical bridge between customer needs and product teams, translating issues into actionable insights. Rapidly master multiple enterprise software products to become a subject matter expert across Trilogy’s portfolio. What You Won’t Be Doing Handle routine password resets or basic configuration questions answered by AI. Spend months in training; you’ll be expected to contribute meaningfully within weeks. Rely on detailed documentation or step‑by‑step guidance; you’ll need to figure things out independently. Work on the same types of problems repeatedly; every challenge will push your technical boundaries. Key Responsibilities Drive exceptional customer outcomes by applying advanced technical expertise to solve the most complex support challenges, defining Trilogy’s reputation for excellence. Basic Requirements Minimum 3 years of technical customer support experience with demonstrable expertise in complex problem resolution. Advanced AI proficiency: workflow automation, custom GPT development, and integration of multiple AI tools in professional workflows. Proven ability to learn new technical systems rapidly and operate independently with minimal guidance. Located in North or South America to collaborate effectively with distributed teams. About Trilogy Hundreds of software businesses run on the Trilogy Business Platform. For three decades, Trilogy has focused on talent, innovation, and incubating new businesses, driving simple customer‑facing designs and modern cloud‑based stacks. Working with Us This full‑time, long‑term position is immediately available. It requires entering an independent contractor agreement with Crossover as Contractor of Record. Compensation is $30/hr (equivalent to $60,000/year). Payment is weekly. We look forward to meeting you #J-18808-Ljbffr

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