Escalation Engineer, Trilogy

Escalation Engineer, Trilogy (Remote) - $60,000/year USD 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 expectations continue to rise while the support industry wrestles with mounting complexity. Today's customers anticipate AI‑driven, immediate responses, yet most companies remain stuck in pilot phases and fail to convert AI into measurable results. The challenge will intensify further. Forecasts suggest that by 2029, agentic systems will autonomously handle the majority of routine issues, creating a widening chasm between what customers expect and what organizations currently deliver. Our approach bridges this divide through a distinct framework: AI‑enhanced “cyborg” agents who combine sophisticated troubleshooting expertise with product insight and agentic intelligence. In this position, you refine, repair, and mentor the tools themselves. Each resolution strengthens our automation layer, every root‑cause investigation becomes a repeatable blueprint, and every unusual scenario you decode enhances the system for thousands of future customers. This is the intersection where advanced diagnostics, human judgment, and AI coordination converge to provide accelerated resolutions now while building compounding intelligence for the future. This position demands hands‑on problem‑solving at production scale. You will investigate ambiguous breakdowns spanning networks, databases, cloud infrastructure, and enterprise applications; harness AI to form hypotheses, conduct tests, and speed up diagnosis; capture the human logic that trains our systems; and proactively identify trends that transform isolated fixes into lasting automations. This 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 transition seamlessly from packet capture to query plan to workflow trace, and if you’re confident challenging an LLM's output, you will thrive here. What You Will Be Doing AI‑Enhanced Customer Resolution: Examine complex escalations flagged by AI systems, apply human judgment to domains where AI underperforms, then refine the AI system to close those gaps. What You Won’t Be Doing Spending two full months onboarding; you will be required to master multiple products within your first month (we recognize this timeline is demanding). Depending on management for assistance; if you are not skilled at self‑unblocking, this role will present significant challenges. Escalation Engineer Key Responsibilities Combine technical human judgment and AI capabilities 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 3 years of total experience in a technical customer support function. Advanced generative AI proficiency (e.g., use of multiple AI tools, capability to automate workflows and build custom GPTs); if your LLM usage is limited to research, learning, brainstorming, or content creation, that will not meet the 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. Crossover Job Code: LJ-3330-CA-COUNTRY-EscalationEngi.009 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