Application Support Engineer, Trilogy

Customer expectations in support have reached new heights while the industry struggles with mounting complexity. Today's customers demand AI-driven, immediate resolutions, yet most companies remain stuck in pilot phases, unable to convert AI potential into measurable results. The challenge is intensifying. Industry projections suggest that by 2029, agentic systems will autonomously handle the majority of routine issues, creating a widening chasm between what customers expect and what organizations currently deliver. Our approach bridges this divide through a hybrid model: 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 tools themselves. Each resolution you engineer strengthens our automation framework, every root cause investigation becomes a repeatable pattern, and each edge case you decode enhances system intelligence for thousands of future customers. This is the intersection of advanced diagnostics, human judgment, and AI orchestration—delivering rapid resolutions now while building compounding intelligence for the future. This position centers on hands‑on problem resolution at production scale. You will investigate ambiguous failures spanning networks, databases, cloud infrastructure, and enterprise applications; harness AI to generate hypotheses, validate theories, and accelerate diagnosis; capture the human reasoning that educates our systems; and proactively identify patterns that transform isolated fixes into lasting automation. This is not about following scripts, sorting tickets, or escalating to Level 3. If you excel at lateral thinking when documentation is sparse, if you can transition seamlessly from packet analysis to query optimization to workflow tracing, and if you're prepared to challenge an LLM's conclusions, this role will suit you. What You Will Be Doing AI-Enhanced Customer Resolution: Investigate sophisticated tickets escalated from AI systems, deploy human expertise in areas where AI capabilities remain limited, and subsequently enhance the AI system to narrow that gap What You Won’t Be Doing Spending two full months on onboarding; you will be expected to achieve proficiency across multiple products within the first month (we recognize this is an aggressive timeline) Depending on your managers for assistance; if you cannot effectively unblock yourself, this role will present significant challenges Application Support Engineer Key Responsibilities Combine technical human judgment and AI capability to provide outstanding customer support, concentrating on sophisticated issues that AI cannot yet completely resolve Basic Requirements Must be located in North or South America Minimum of 3 years total experience in a technical customer support position Fundamental coding ability for troubleshooting and bug resolution purposes Advanced proficiency with generative AI (i.e., experience with multiple AI platforms, capability to automate workflows and build custom GPTs); if your LLM usage is limited to research, learning, brainstorming, or content creation, that will be considered insufficient Troubleshooting Capabilities: Articulating complex issues in accessible language, demonstrating thorough problem comprehension, recommending appropriate troubleshooting approaches, suggesting multiple solution alternatives, and exhibiting meticulous attention to detail 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. There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you 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-ApplicationSup.008 #J-18808-Ljbffr