Application Support Engineer, Trilogy

Application Support Engineer, Trilogy (Remote) - $60,000/year USD Join to apply for the Application Support Engineer, Trilogy (Remote) - $60,000/year USD role at Crossover 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 The support industry faces mounting complexity even as customer expectations continue to rise. Today's customers anticipate AI‑driven, immediate solutions, yet most companies remain stuck in pilot phases, unable to convert AI initiatives into tangible results. The challenge is about to intensify. By 2029, agentic systems are expected to independently handle the majority of routine issues, creating a critical divide between what customers expect and what most organizations can deliver. We are bridging that divide through a distinct approach: AI‑enhanced “cyborg” agents who combine sophisticated troubleshooting expertise with product knowledge and agentic AI capabilities. In this position, you will train, refine, and guide the tools. Each resolution strengthens our automation framework, every root cause investigation becomes a repeatable process, and every unusual scenario you solve enhances the system for thousands of future customers. This is the intersection of advanced diagnostic work, human judgment, and AI coordination—delivering rapid resolutions now while building compounding intelligence for the future. This position requires hands‑on problem resolution at production level. You will investigate ambiguous failures spanning networks, databases, cloud infrastructure, and enterprise applications; use AI to generate hypotheses, run tests, and accelerate progress; capture the human reasoning that trains our systems; and proactively identify patterns that transform one‑time fixes into lasting automations. This is not about following scripts, triaging tickets, or “escalating to Level 3.” If you excel at lateral thinking when documentation is sparse, if you can transition seamlessly from packet capture to query plan to workflow trace, and if you’re confident challenging an LLM when it’s incorrect, you will find this role rewarding. What You Will Be Doing AI‑Enhanced Customer Resolutions: Examine complex tickets escalated by AI systems, deploy human expertise where AI is insufficient, and subsequently close the capability gap by enhancing the AI system What You Won’t Be Doing Spending two full months on onboarding; you will be expected to achieve proficiency on multiple products within the first month (we recognize this is demanding) Depending on your managers for assistance; if you are not skilled at removing your own blockers, you will likely find this role challenging Application Support Engineer Key Responsibilities Combine technical human expertise with AI capabilities to provide outstanding customer support, concentrating on complex issues that AI cannot yet fully address Basic Requirements Must be located in North or South America Minimum of 3 years total experience in a technical customer support role Advanced generative AI proficiency (i.e., use of multiple AI tools, capability to automate workflows and build custom GPTs); if your LLM usage has been limited to research, learning, brainstorming, or content generation, that will be considered 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. 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 for more details on this topic. Crossover Job Code: LJ-3330-CA-Ottawa-ApplicationSup.020 Seniority Level Associate Employment Type Full-time Job Function Engineering and Information Technology Industries Software Development, IT Services and IT Consulting, and Telecommunications #J-18808-Ljbffr