Welcome to the future of technical support, where mundane tasks are history and every challenge is a puzzle worth solving. At Trilogy, we’ve revolutionized customer support by harnessing the power of AI to handle routine inquiries, leaving only the most intriguing and complex cases for our elite team of Escalation Engineers.
Picture yourself as a technical detective, diving deep into challenges that even our sophisticated AI hasn’t mastered yet. We manage a diverse portfolio of over 100 enterprise software products, and we’re looking for sharp minds who thrive on complexity and innovation.
Fair warning: this isn’t your typical support role with a gentle learning curve. We’re seeking self-driven problem-solvers who can hit the ground running. If you need constant supervision or shy away from ambitious challenges, this position isn’t for you. But if you’re energized by the prospect of tackling the toughest technical puzzles while helping shape the future of AI-powered support, keep reading.

CANDIDATE REQUIREMENTS

• Proven track record with 3+ years in technical customer support, demonstrating progressive problem-solving capabilities
• Advanced mastery of generative AI tools, including practical experience in workflow automation and custom GPT development (simple prompt engineering won’t cut it)
• Current residence in the Americas (North or South)

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
• Support Engineer
• Application Support Engineer

WHAT YOU WILL BE DOING

Your mission will be to bridge the gap between human expertise and artificial intelligence. You’ll analyze and resolve sophisticated technical issues that our AI system has escalated, then use your insights to enhance our AI’s capabilities, creating a continuously improving support ecosystem.

WHAT YOU WILL NOT BE DOING

• Following a leisurely onboarding process - you’ll need to master multiple products within your first month
• Depending on management for solutions - self-sufficiency and resourcefulness are non-negotiable skills in this role

KEY RESPONSIBILITIES

Your core mission is to seamlessly blend human technical expertise with AI capabilities, focusing on resolving complex customer challenges that push the boundaries of current AI technology while contributing to the system’s continuous improvement.