Technical Support Engineer, Trilogy

Technical Support Engineer, Trilogy (Remote) - $60,000/year USD Join to apply for the Technical Support Engineer, Trilogy (Remote) - $60,000/year USD role at Crossover. 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 At most organizations, customer support operates under a cloud of inefficiency and average performance. Support staff often spend hours on repetitive, low-value work or face challenges that exceed their limited technical scope. Research indicates that more than 60% of support requests require escalation simply because frontline responders lack the necessary competence to close them. Trilogy operates differently. With a portfolio exceeding 100 enterprise software solutions, we have transformed the support function through cutting‑edge AI. Our AI‑driven chatbot resolves the majority of routine inquiries, which means our engineers exclusively handle the most intricate, demanding cases. Every issue you engage with will be challenging, diverse, and demand inventive solutions. This position offers no room for gradual onboarding or continual mentorship. Candidates who require frequent direction, find independent learning difficult, or repeatedly ask questions with readily available answers will not survive the first fortnight. The role demands initiative, rapid adaptation, and self‑sufficiency. If you are prepared to confront the most difficult challenges in customer support, this opportunity will accelerate your professional development unlike any other. You will develop exceptional technical knowledge spanning an extensive product range while playing a direct role in upholding Trilogy's standard of excellence. If you are willing to test your capabilities, we encourage your application. What You Will Be Doing AI‑Enhanced Issue Resolution: Evaluate complex support cases escalated from AI platforms, apply specialized human judgment where automated systems are insufficient, and subsequently refine the AI to reduce future gaps. What You Won't Be Doing Spending two full months in onboarding; you are expected to achieve proficiency with multiple products in your first month (we recognize this expectation is demanding). Depending on management for assistance; candidates who cannot remove their own obstacles will find this role challenging. Key Responsibilities Combine advanced technical knowledge with AI‑driven tools to provide superior customer support, concentrating on sophisticated problems that remain beyond full AI resolution. Basic Requirements A minimum of 3 years of total experience in technical customer support positions. Demonstrated advanced proficiency with generative AI (e.g., working with multiple AI platforms, automating processes, building custom GPTs); experience limited to using LLMs for research, study, ideation, or writing will not meet this standard. Current residence in North or South America. 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-BR-Florianó-TechnicalSuppo.011 Seniority Level Associate Employment Type Full‑time Job Function Engineering, Information Technology, and Customer Service Industries Software Development, IT Services and IT Consulting, and Telecommunications Referrals increase your chances of interviewing at Crossover by 2x We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr