Technical Support Engineer, Trilogy (Remote) - $60,000/year USD

Ready to revolutionize technical support? Forget everything you know about traditional customer service – we're rewriting the playbook.

At Trilogy, we manage 100+ enterprise software products with a cutting-edge approach: our AI handles the routine, leaving you to tackle the fascinating puzzles that even our advanced systems can't crack. Think of it as technical support's major leagues, where every case is a unique challenge waiting for your expertise.

Fair warning: this isn't your typical 'ease into it' role. We're looking for self-driven problem-solvers who thrive in deep water. If you need constant direction or shy away from complexity, this position isn't for you. But if you're energized by tough technical challenges and ready to push the boundaries of AI-augmented support, you've found your next career move.

Join us in shaping the future of enterprise software support, where every day brings new challenges and opportunities to expand your technical mastery across our diverse product ecosystem.

What You Will Be Doing

Dive into the intersection of human expertise and artificial intelligence:

• Master complex technical challenges that our AI system has identified as requiring human insight
• Bridge the gap between AI capabilities and customer needs through innovative problem-solving
• Contribute to the evolution of our AI system by feeding back your solutions and insights
  
  

What You Won’t Be Doing

Let's be crystal clear about expectations:

• There's no extended onboarding period – you'll need to master multiple products within your first month
• Don't expect hand-holding or constant guidance – self-sufficiency and independent problem-solving are essential for success
  
  

Technical Support Engineer Key Responsibilities

Your core mission:

• Serve as the crucial bridge between advanced AI systems and complex customer challenges
• Leverage your technical expertise to resolve issues beyond AI capabilities
• Contribute to the continuous improvement of our AI-powered support infrastructure
  
  

Basic Requirements

Must-have qualifications:

• Geographic location: North or South America
• Minimum 4 years of hands-on experience in technical support or engineering roles
• Advanced practical experience with generative AI, including:
• Demonstrated expertise with multiple AI tools
• Proven ability to create automated workflows
• Experience developing custom GPTs
• Note: Basic AI usage for research or content creation is not sufficient
  

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.

There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you!

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 www.crossover.com/help-and-faqs for more details on this topic.

Crossover Job Code: LJ-3330-EC-Quito-TechnicalSuppo.054