Technical Support Engineer, Trilogy

Technical Support Engineer, Trilogy (Remote) - $60,000/year USD We’re bridging the divide between customer expectations and current delivery through AI‑enhanced “cyborg” agents that combine sophisticated troubleshooting skills with product knowledge and agentic AI capabilities. In this role you refine, repair, and mentor the tools. Each correction strengthens our automation infrastructure; each root‑cause investigation becomes a repeatable solution; each unusual scenario you decode enhances the system for thousands of future customers. This approach converges advanced diagnostics, human judgment, and AI coordination to achieve quicker resolutions now while building cumulative intelligence for the future. Direct problem solving at production scale involves investigating unclear failures spanning networks, databases, cloud infrastructures, and enterprise applications; using AI to form hypotheses, conduct tests, and accelerate progress; recording the human logic that instructs our systems; and identifying patterns proactively that transform isolated fixes into lasting automations. It is not about following scripts, sorting tickets, or “escalating to Level 3.” If you excel at lateral thinking when documentation is sparse, can transition from packet capture to query optimization to workflow tracing, and are prepared to challenge an LLM when it errs, you will succeed here. What You Will Be Doing AI‑Enhanced Customer Solutions: Examine complex cases escalated by AI platforms, deploy human judgment where AI capabilities are limited, and subsequently enhance the AI system to close identified gaps What You Won’t Be Doing Spending two full months onboarding; you will need to become proficient with several products during your first month (we recognize this timeline is demanding) Depending on management for assistance; if you lack the ability to remove your own obstacles, this role will present significant challenges Technical Support Engineer Key Responsibilities Combine technical human judgment and AI functionality to provide outstanding customer support, concentrating on sophisticated issues that AI cannot yet completely address Basic Requirements Must be located in North or South America At least 3 total years of experience in a technical customer support 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 Base Pay Range $30.00/hr - $30.00/hr 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. #J-18808-Ljbffr