Are you tired of mundane customer support roles that lack challenge and innovation? Many support engineers find themselves bogged down by routine tasks and problems beyond their expertise. Studies reveal that over 60% of support tickets are escalated due to insufficient skills at the initial level.
At Trilogy, we break the mold. With a portfolio of over 100 enterprise software products, we revolutionize customer support through cutting-edge AI. Our AI chatbot handles the majority of issues, leaving only the most intricate and diverse challenges for our engineers. Every ticket you handle is an opportunity for creative problem-solving.
In this fast-paced environment, there’s no room for hand-holding or leisurely learning. If you require constant guidance, struggle to learn independently, or ask obvious questions, this role may not be the right fit. Success demands a proactive mindset, adaptability, and a relentless drive for self-discovery.
If you’re eager to confront the toughest challenges in customer support, this role promises unparalleled growth. You’ll acquire exceptional technical expertise across a vast product range while enhancing Trilogy’s reputation for excellence. If you’re ready to push your boundaries, we encourage you to apply.

CANDIDATE REQUIREMENTS

• A minimum of 3 years of experience in a technical customer support position.
• Proficiency in advanced generative AI (e.g., using multiple AI tools, automating workflows, creating custom GPTs); simple use of LLMs for research, learning, brainstorming, or content creation is insufficient.
• Residency 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
• Application Support Engineer

WHAT YOU WILL BE DOING

• Enhance AI-Augmented Customer Solutions: Tackle complex tickets escalated by AI systems, applying human expertise to bridge gaps where AI falls short, and refine the AI systems for better future performance.

WHAT YOU WILL NOT BE DOING

• Taking an extended period to acclimate; you are expected to become proficient in multiple products within a month (we acknowledge this is ambitious).
• Depending on managers for assistance; if you cannot independently overcome challenges, this role will be difficult for you.

KEY RESPONSIBILITIES

• Combine technical human expertise with AI capabilities to provide superior customer support, focusing on intricate issues that AI alone cannot resolve.