Ingeniero de Soporte Técnico, Trilogy

Ingeniero de Soporte Técnico, Trilogy (Remote) Join to apply for the Ingeniero de Soporte Técnico, Trilogy (Remote) - $60,000/year USD role at Crossover. Get AI-powered advice on this job and more exclusive features. This range is provided by Crossover. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $30.00/hr - $30.00/hr Job Description Customer expectations in support continue to rise while complexity intensifies across the industry. Today's customers anticipate immediate, AI-driven responses, yet most companies remain stuck in experimental phases, unable to transform AI into tangible results. The challenge is about to intensify further. Agentic systems are forecast to independently handle the majority of routine issues by 2029, creating a widening chasm between what customers expect and what organizations currently deliver. Our approach bridges this divide through a unique framework: AI-enhanced "cyborg" agents who combine sophisticated troubleshooting expertise with product knowledge and agentic AI capabilities. In this position, you will train, refine, and mentor the technology. Each resolution you provide strengthens our automation infrastructure, every root cause investigation becomes a repeatable solution, and every complex scenario you solve enhances the platform for thousands of future users. This represents the convergence of expert-level troubleshooting, human analytical thinking, and AI coordination to achieve rapid resolutions now while building compounding intelligence over time. This position demands production-level problem solving performed directly. You will analyze unclear failures spanning networks, databases, cloud infrastructure, and enterprise applications; use AI to form hypotheses, validate theories, and expedite solutions; capture the human logic that educates our systems; and identify patterns proactively that convert isolated fixes into lasting automations. This is not about following scripts, sorting tickets, or escalating to senior tiers. If you excel at lateral thinking when documentation is sparse, if you transition seamlessly from packet analysis to query optimization to workflow diagnostics, and if you're confident correcting an LLM when it errs, this environment will suit you well. What You Will Be Doing AI-Enhanced Customer Issue Resolution: Investigate sophisticated tickets escalated beyond AI system capabilities, deploy human judgment where AI proves insufficient, and subsequently enhance the AI framework to narrow that capability gap. What You Won’t Be Doing Spending two full months onboarding; you will be required to achieve proficiency with multiple products during your first month (we recognize this pace is demanding). Depending on management for resolution assistance; if you lack the ability to self-unblock effectively, this role will present significant challenges. Ingeniero De Soporte Técnico Key Responsibilities Combine advanced technical human judgment with AI system capabilities to provide outstanding customer support, concentrating on intricate challenges that AI cannot yet independently address. Basic Requirements Must be located in North or South America. Minimum 3 years cumulative experience in technical customer support positions. Expert-level generative AI proficiency (i.e., utilization of multiple AI platforms, capability to automate processes and create custom GPTs); if your LLM experience is limited to research, education, ideation, or content creation, that will be considered inadequate. About Trilogy Hundreds of software businesses run on the Trilogy Business Platform. For three decades, Trilogy has been known for 3 things: Relentlessly seeking top talent, Innovating new technology, and incubating new businesses. Our technological innovation is spearheaded by a passion for simple customer-facing designs. Our incubation of new businesses ranges from entirely new moon-shot ideas to rearchitecting existing projects for today's modern cloud-based stack. Trilogy is a place where you can be surrounded with great people, be proud of doing great work, and grow your career by leaps and bounds. Working with us This is a full-time (40 hours per week), long-term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record. The compensation level for this role is $30 USD/hour, which equates to $60,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult for more details on this topic. Crossover Job Code: LJ-3330-CO-COUNTRY-IngenierodeSop #J-18808-Ljbffr