Escalation Engineer, Trilogy

Escalation Engineer, Trilogy (Remote) - $60,000/year USD This range is provided by Trilogy. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Overview Ready to revolutionize customer support? Welcome to Trilogy's next-generation support ecosystem, where AI handles the routine, and you tackle the extraordinary. Forget everything you know about traditional support roles. We’re not interested in ticket-pushing or following scripts. With our AI handling over 60% of standard inquiries across our 100+ enterprise software products, you’ll be the special forces team that steps in when things get interesting. This isn't your typical 'ease into it' role. We’re looking for self-driven problem solvers who thrive in deep water and can navigate uncharted waters independently. If you need a safety net or constant direction, this isn’t your arena. Join us in redefining what’s possible in technical support. Every day brings new puzzles across our vast product landscape, pushing you to expand your expertise and innovation boundaries. What You Will Be Doing Become the crucial bridge between AI and human expertise, focusing on complex problem resolution where AI reaches its limits Contribute to the evolution of our AI systems by identifying and filling knowledge gaps Deliver sophisticated technical solutions that enhance our AI-powered support ecosystem What You Won’t Be Doing Entering a leisurely onboarding process — you’ll be diving deep into multiple products within your first month Looking for hand-holding or constant guidance — this role requires self-sufficiency and independent problem-solving abilities Handling basic support tickets — our AI takes care of those Escalation Engineer Key Responsibilities Resolve sophisticated technical challenges that exceed AI capabilities Enhance our AI systems through practical insights and solutions Maintain our reputation for technical excellence across our product portfolio Basic Requirements 3+ years of proven technical support experience, demonstrating progressive problem-solving capabilities Advanced practical experience with generative AI, including workflow automation and custom GPT development (basic prompting or content generation won’t cut it) Geographic requirement: Must be located in the Americas Exceptional self-learning abilities and independent problem-solving skills About Trilogy Hundreds of software businesses run on the Trilogy Business Platform. For three decades, Trilogy has been known for relentlessly seeking top talent, innovating new technology, and incubating new businesses. Our focus is on simple customer-facing designs and scalable cloud-based solutions. Trilogy is a place to 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-COUNTRY-EscalationEngi.002 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 Trilogy by 2x #J-18808-Ljbffr