Forget everything you know about traditional technical support. At Trilogy, we’ve revolutionized the industry by implementing cutting-edge AI solutions across our portfolio of 100+ enterprise software products. While our intelligent systems handle routine inquiries, you’ll be tackling the exceptional cases that demand genuine human ingenuity.
The statistics don’t lie: in conventional support environments, over 60% of tickets require escalation due to frontline limitations. Here, that paradigm is flipped on its head. Every challenge that reaches your desk has already stumped our sophisticated AI systems—meaning you’ll exclusively engage with the most intellectually stimulating problems in our ecosystem.
This role demands immediate self-sufficiency and exceptional problem-solving abilities. If independent learning isn’t your strong suit or you require extensive guidance, this position simply isn’t aligned with your working style. We’re seeking professionals who thrive when thrown into the deep end—individuals who view complex technical puzzles as opportunities rather than obstacles.
For the right candidate, this position offers unprecedented professional development. You’ll rapidly expand your technical repertoire across diverse enterprise solutions while directly enhancing Trilogy’s reputation for excellence. If you’re ready to be challenged daily and emerge as an elite technical problem-solver, we’re eager to hear from you.

CANDIDATE REQUIREMENTS

• Minimum 3 years of proven experience in technical customer support environments
• Demonstrated sophisticated proficiency with generative AI technologies beyond basic usage—including workflow automation, custom GPT development, and advanced prompt engineering
• Current residence in North or South America to align with our service coverage model
• Exceptional self-learning capabilities and independent problem-solving skills
• Ability to rapidly adapt to unfamiliar technical environments and product ecosystems

THIS POSITION IS ALSO KNOWN AS:

• Senior Customer Support Engineer
• Senior Technical Support Analyst
• Principal Technical Support Engineer
• Escalation Engineer
• Application Support Engineer

WHAT YOU WILL BE DOING

• Serve as the human intelligence behind our AI support infrastructure, addressing sophisticated technical challenges that require creative thinking and specialized expertise
• Close the feedback loop by translating your human solutions into AI improvements, continuously elevating our automated support capabilities

WHAT YOU WILL NOT BE DOING

• Enjoying a leisurely onboarding experience—our accelerated ramp-up requires mastery of multiple products within your first 30 days
• Depending on management for solutions or direction—success in this role demands exceptional self-reliance and resourcefulness

KEY RESPONSIBILITIES

• Bridge the critical gap between advanced AI systems and human technical expertise to resolve our customers’ most challenging support issues
• Continuously identify patterns in complex cases to enhance AI capabilities and reduce future escalations
• Maintain exceptional customer satisfaction while handling exclusively high-complexity technical challenges