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

at  Crossover

Are you tired of monotonous support roles where your potential is stifled by routine tasks? At Trilogy, we break the mold with our innovative approach to customer support, powered by AI. Here, every ticket is a new challenge that demands your expertise and creativity.
With over 100 enterprise software products under our belt, we offer a role that accelerates your growth and hones your skills in solving the toughest customer support problems. If you’re ready to push your limits and enhance Trilogy’s reputation for excellence, we want to hear from you.

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:

• Application Support Engineer
• Senior Technical 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.

WHAT YOU WILL NOT BE DOING

• Taking two whole months to get up to speed; you will be expected to ramp up on 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.