Are you ready to redefine customer support and tackle the most complex challenges in the industry? At Trilogy, we’ve revolutionized traditional support with advanced AI, leaving only the toughest problems for our elite engineers. If you thrive on solving intricate issues, adapting quickly, and pushing your technical limits, this role is your gateway to unparalleled growth and expertise.
Managing over 100 enterprise software products, we’ve created a support environment where every ticket is a unique puzzle. Our AI handles the routine, freeing you to focus on the extraordinary. This isn’t just a job—it’s a high-stakes arena where your problem-solving skills will be tested daily across a vast product portfolio.
We’re seeking proactive, self-driven individuals who can hit the ground running. If you need hand-holding or struggle with self-learning, this isn’t the role for you. But if you’re ready to elevate your career and contribute directly to Trilogy’s reputation for excellence, we invite you to step up to the challenge.

CANDIDATE REQUIREMENTS

• Fluency in German
• Minimum 2 years of experience in technical customer support or engineering roles
• Proven track record of using AI tools (e.g., ChatGPT, Perplexity, Cursor) in professional settings
• Demonstrated ability to quickly learn and master new technologies
• Exceptional problem-solving skills and attention to detail
• Strong communication skills, both written and verbal

THIS POSITION IS ALSO KNOWN AS:

• Senior Technical Support Analyst
• Technical Support Engineer
• Senior Technical Support Engineer

WHAT YOU WILL BE DOING

• Analyze and resolve complex customer issues escalated by our AI systems, applying your technical expertise where AI reaches its limits
• Continuously improve our AI capabilities by identifying patterns and feeding insights back into the system
• Rapidly learn and master multiple products within our diverse software portfolio
• Develop creative solutions for unique customer challenges, often venturing into uncharted technical territory
• Collaborate with cross-functional teams to enhance product functionality and user experience based on support insights

WHAT YOU WILL NOT BE DOING

• Spending months in training before contributing meaningfully; you’ll be expected to master several products within your first month
• Relying on managers for constant guidance; self-sufficiency and proactive problem-solving are essential
• Handling routine, repetitive tasks that our AI can manage
• Working within a narrow, single-product focus; you’ll need to adapt quickly across our diverse portfolio
• Settling for surface-level solutions; we expect deep dives and comprehensive problem-solving

KEY RESPONSIBILITIES

Drive customer satisfaction and product improvement by bridging the gap between AI capabilities and complex technical challenges, ensuring Trilogy maintains its position as an industry leader in innovative support solutions.