Imagine a world where customer support isn’t about mundane ticket processing - welcome to Trilogy’s revolutionary approach. While most companies struggle with a 60% ticket escalation rate, we’ve transformed support engineering through cutting-edge AI integration. Our AI handles the routine, leaving you to tackle the truly fascinating challenges across our suite of 100+ enterprise software products.
This isn’t your average support role. We’re seeking intellectual warriors who thrive on complexity and autonomy. Our AI-first environment means every issue that reaches your desk is a unique puzzle waiting to be solved. If you’re the type who needs constant guidance or shies away from diving deep into technical challenges, this isn’t your battlefield.
But if you’re ready to redefine what’s possible in technical support while working with state-of-the-art AI systems, you’ve found your calling. This role is your gateway to unprecedented professional growth and the opportunity to shape the future of customer support excellence.

CANDIDATE REQUIREMENTS

• Native or business-level German language proficiency
• Minimum 2 years of hands-on technical support or engineering experience
• Demonstrated proficiency with AI tools and platforms in professional environments

THIS POSITION IS ALSO KNOWN AS:

• Senior Technical Support Analyst
• Technical Support Engineer
• Senior Technical Support Engineer

WHAT YOU WILL BE DOING

• Partner with advanced AI systems to resolve sophisticated technical challenges that push beyond current automation capabilities, while continuously enhancing our AI’s problem-solving abilities

WHAT YOU WILL NOT BE DOING

• Following a leisurely onboarding process - you’ll be diving deep into multiple products within your first month
• Looking to others for solutions - this role demands self-sufficient problem-solvers who can navigate complex challenges independently

KEY RESPONSIBILITIES

• Serve as the crucial bridge between human technical expertise and AI capabilities, focusing on sophisticated problem-solving while contributing to the continuous evolution of our AI support systems