Join Trilogy, where support engineering meets cutting-edge AI innovation. Ditch the mundane and tackle only the toughest challenges in customer support.

CANDIDATE REQUIREMENTS

• At least 3 years in a technical customer support role.
• Advanced generative AI proficiency, including automation and custom GPTs; basic LLM usage is insufficient.
• Residence in North or South America.

THIS POSITION IS ALSO KNOWN AS:

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

WHAT YOU WILL BE DOING

• AI-Augmented Customer Resolutions: Analyze complex tickets escalated by AI systems, apply human expertise to areas where AI falls short, and then close the gap by improving the AI system.
• Engage in continuous learning across our 100+ product portfolio, ensuring you have the knowledge to tackle diverse technical challenges.
• Collaborate with AI development teams to enhance the capabilities of our support chatbots.
• Provide feedback and insights that contribute to the evolution of our AI systems and customer support strategies.

WHAT YOU WILL NOT BE DOING

• Performing monotonous, repetitive support tasks—our AI handles the routine so you can focus on the complex.
• Waiting for prolonged onboarding—expect to dive into our systems and products quickly.
• Relying heavily on management for problem-solving—this role demands independence and self-sufficiency.

KEY RESPONSIBILITIES

Drive the integration of human expertise with AI to elevate customer support, resolving complex issues beyond AI’s current capabilities.