Technical Support Engineer, Trilogy

Technical Support Engineer, Trilogy (Remote) - $60,000/year USD 1 day ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. 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 in support are rising while operational complexity deepens. Today's customers anticipate AI-driven, immediate resolutions, yet most companies remain stuck in pilot mode, unable to translate AI investments into tangible results. The challenge intensifies further. Industry projections suggest that by 2029, agentic systems will autonomously handle the majority of routine support cases, creating a widening chasm between what customers expect and what organizations currently deliver. Our approach bridges this divide through a hybrid model: AI-enhanced "cyborg" agents who combine sophisticated troubleshooting expertise with product knowledge and agentic AI capabilities. In this position, you refine, correct, and guide the tooling. Each resolution strengthens our automation layer, every root cause investigation becomes a repeatable framework, and every unusual scenario you decode enhances the platform for thousands of future interactions. This role sits at the intersection of advanced diagnostics, human judgment, and AI coordination to enable rapid resolution now while building cumulative intelligence for the future. This position demands hands-on technical problem solving at production scale. You will investigate ambiguous failures spanning networks, databases, cloud infrastructure, and enterprise applications; use AI to form hypotheses, conduct tests, and accelerate workflows; capture the human reasoning that instructs our systems; and identify patterns proactively to convert isolated fixes into lasting automation. This is not script execution, ticket sorting, or "escalate to Level 3." If you excel at creative problem solving when documentation is sparse, if you can transition seamlessly from packet analysis to execution plans to workflow traces, and if you're prepared to correct an LLM when it errs, this role will suit you. What You Will Be Doing AI-Enhanced Customer Issue Resolution: Examine complex cases escalated beyond AI system capabilities, apply specialized human judgment where AI is insufficient, and subsequently enhance the AI framework to narrow that gap. What You Won’t Be Doing Spending two full months onboarding; you are expected to achieve proficiency across multiple products within the first month (we recognize this timeline is demanding). Depending on management for assistance; if you cannot effectively self-unblock, this role will present significant challenges. Technical Support Engineer Key Responsibilities Combine advanced technical human judgment and AI functionality to provide superior customer support, concentrating on intricate issues that AI systems cannot yet independently resolve. Basic Requirements Must be located in North or South America. Minimum 3 years of total experience in technical customer support roles. Advanced proficiency with generative AI tools (i.e., use of multiple AI platforms, capability to automate workflows and build custom GPTs); experience limited to LLM use for research, learning, brainstorming, or content creation 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. 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