Escalation Engineer, Trilogy

Escalation Engineer, Trilogy (Remote) - $60,000/year USD 23 hours 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 Customer support is buckling under rising complexity and soaring expectations. Today's customers demand AI-driven, real-time solutions, yet most companies remain stuck in pilot phases, unable to transform AI into measurable results. The bar is about to rise again. Industry projections indicate that by 2029, agentic systems will independently handle the majority of routine issues, creating a widening chasm between what customers expect and what most organizations can deliver. We are bridging that chasm through a distinct approach: AI-enhanced "cyborg" agents who combine advanced diagnostic expertise with product insight and agentic AI. In this position, you will train, refine, and mentor the tools. Each resolution you deliver strengthens our automation; each root cause investigation becomes a repeatable protocol; and every unusual scenario you decode enhances the system for thousands of future customers. This is the intersection of sophisticated troubleshooting, human judgment, and AI orchestration—delivering faster outcomes now while building cumulative intelligence for the future. This role demands hands-on problem-solving at production scale. You will analyze ambiguous failures spanning networks, databases, cloud infrastructure, and enterprise applications; use AI to form hypotheses, run tests, and accelerate progress; capture the human reasoning that trains our systems; and proactively identify patterns that convert isolated fixes into lasting automation. It 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 shift seamlessly from packet capture to query optimization to workflow tracing, and if you are comfortable correcting an LLM when it errs, this role will suit you. What You Will Be Doing AI-Enhanced Customer Problem Solving: Investigate complex escalations flagged by AI systems, apply human judgment where AI is insufficient, then enhance the AI system to close those gaps What You Won’t Be Doing Spending two full months onboarding; you will be expected to achieve proficiency across multiple products within the first month (we recognize this is demanding) Depending on your managers for assistance; if you are not skilled at self-unblocking, you will find this role difficult Escalation Engineer Key Responsibilities Combine technical human judgment and AI tools to provide outstanding customer support, concentrating on intricate issues that AI cannot yet independently resolve Basic Requirements Must be located in North or South America Minimum of 3 years total experience in a technical customer support capacity Advanced proficiency with generative AI (i.e., use of multiple AI platforms, capability to automate workflows and create custom GPTs); experience limited to using LLMs for research, learning, brainstorming, or content generation will not meet this requirement 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. 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