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

at  Crossover

Are you tired of traditional customer support roles that bog you down with mundane tasks and limited growth opportunities? At Trilogy, we’ve revolutionized support by integrating advanced AI, ensuring every challenge you face is both complex and rewarding. If you’re ready to elevate your career and tackle the toughest problems, read on.

CANDIDATE REQUIREMENTS

• Currently based in North or South America.
• At least 4 years of experience in a technical customer support or engineering role.
• Advanced proficiency in generative AI, including the use of multiple AI tools and the ability to automate workflows and create custom GPTs.

THIS POSITION IS ALSO KNOWN AS:

• Application Support Engineer
• Senior Technical Support Analyst

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.
• Provide exceptional support across a diverse range of enterprise software products, leveraging your deep technical knowledge.
• Continuously enhance AI capabilities by feeding insights and solutions back into the system.

WHAT YOU WILL NOT BE DOING

• Taking your time to get up to speed; expect to ramp up on several products within the first month.
• Relying on managerial guidance for every obstacle; independence and self-reliance are key.
• Handling routine or easily resolvable issues; our AI manages those, leaving you with more engaging challenges.

KEY RESPONSIBILITIES

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