Welcome to the future of customer support, where AI meets human ingenuity. Forget everything you know about traditional support roles – at Trilogy, we’ve revolutionized the game. Managing a diverse portfolio of 100+ enterprise software products, we’ve implemented cutting-edge AI solutions that handle routine inquiries, leaving only the most intellectually stimulating challenges for our engineering team.
Think of yourself as a technical detective, stepping in where AI reaches its limits. This isn’t your average support role where you’ll be answering “have you tried turning it off and on again?” Instead, you’ll be tackling the complex puzzles that even our sophisticated AI system couldn’t crack.
Fair warning: this role demands exceptional self-reliance and rapid adaptation. We’re looking for problem-solving ninjas who thrive on challenges and can hit the ground running. If you need constant guidance or prefer a gentle learning curve, this isn’t your arena.
Ready to join the elite team that’s redefining the boundaries of customer support? If you’re excited by the prospect of pushing both technological and personal limits, we want to hear from you.

CANDIDATE REQUIREMENTS

• 3+ years of proven experience in technical customer support, demonstrating progressive problem-solving capabilities
• Advanced mastery of generative AI tools, including demonstrated experience in workflow automation and custom GPT development (basic prompting or content generation experience isn’t sufficient)
• Geographic requirement: Must be located in the Americas (North or South)

THIS POSITION IS ALSO KNOWN AS:

• Senior Technical Support Engineer
• Senior Technical Support Analyst
• Principal Technical Support Engineer
• Technical Support Engineer
• Escalation Engineer
• Application Support Engineer

WHAT YOU WILL BE DOING

• Partner with our AI systems to resolve sophisticated technical challenges that require human creativity, intuition, and expertise
• Bridge the gap between AI capabilities and complex customer needs, while continuously enhancing our AI-powered support infrastructure

WHAT YOU WILL NOT BE DOING

• Enjoying a leisurely onboarding period - we expect you to master multiple products within your first month
• Running to management for solutions - this role requires exceptional self-sufficiency and resourcefulness

KEY RESPONSIBILITIES

• Serve as the crucial bridge between advanced AI systems and complex customer needs, delivering high-impact solutions where automation meets its limits
• Leverage your technical expertise to enhance and complement our AI capabilities, ensuring seamless customer support across our product portfolio