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

at  Crossover

At Trilogy, we’re redefining customer support by eliminating inefficiency and mediocrity. With over 100 enterprise software products, our advanced AI tackles routine issues, leaving only complex challenges for our engineers. Ready to push your limits and tackle the toughest problems? Join us and accelerate your growth.

CANDIDATE REQUIREMENTS

• Currently based in North or South America
• At least 4 total years of experience in a technical customer support or engineering role
• Advanced generative AI proficiency (i.e., use of multiple AI tools, ability to automate workflows and custom GPTs); if you’ve only used LLMs for research, learning, brainstorming, or content generation, that will be deemed insufficient

THIS POSITION IS ALSO KNOWN AS:

• Technical Support Engineer
• Application Support Engineer
• Senior Technical Support 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

WHAT YOU WILL NOT BE DOING

• Taking two whole months to get up to speed; you will be expected to ramp up one several products within the first month (we are aware this is aggressive)
• Relying on your managers for help; if you are not adept at unblocking yourself, you will likely struggle in this role

KEY RESPONSIBILITIES

• Integrate technical human expertise and AI capabilities to deliver exceptional customer support, focusing on complex issues that AI cannot yet fully resolve