Application Support Engineer, Trilogy

Application Support Engineer, Trilogy (Remote) - $60,000/year USD Join to apply for the Application Support Engineer, Trilogy (Remote) - $60,000/year USD role at Crossover 1 day ago Be among the first 25 applicants 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 In traditional organizations, customer support frequently suffers from inefficiency and substandard performance. Support professionals often spend excessive time on routine tasks or face challenges beyond their limited areas of expertise. Evidence indicates that more than 60% of support tickets require escalation due to insufficient skills or knowledge at the initial response level. Trilogy operates differently. With a portfolio exceeding 100 enterprise software solutions, we have transformed customer support through sophisticated AI technology. Our AI‑driven chatbot resolves the majority of issues, reserving only the most intricate challenges for our engineering team. This means each ticket you handle will be demanding, diverse, and demand inventive problem‑solving approaches. This position does not accommodate gradual onboarding or continuous supervision. Individuals who require frequent guidance, find self‑directed learning difficult, or tend to pose readily answerable questions will not succeed beyond the first two weeks. Excellence in this role demands a self‑starting approach, rapid adaptability, and the determination to resolve issues autonomously. For those prepared to confront the most demanding challenges in customer support, this opportunity will catalyze your professional development unlike any other. You will develop exceptional technical proficiency across an extensive product ecosystem while directly supporting Trilogy’s commitment to excellence. If you are willing to test your capabilities, we encourage your application. What You Will Be Doing AI‑Enhanced Customer Issue Resolution: Examine complex tickets escalated from AI platforms, deploy human judgment in areas where AI capabilities are limited, and subsequently enhance the AI system to address these gaps What You Won’t Be Doing Spending two full months on onboarding; you will be required to achieve proficiency on multiple products within the initial month (we recognize this timeline is demanding) Depending on management for problem resolution; if you cannot effectively remove your own obstacles, you will find this role challenging Application Support Engineer Key Responsibilities Combine human technical expertise with AI capabilities to provide outstanding customer support, concentrating on sophisticated issues that AI systems cannot yet completely address Basic Requirements A minimum of 3 years total experience in technical customer support positions Sophisticated generative AI capability (i.e., utilization of multiple AI platforms, competence in workflow automation and custom GPT creation); experience limited to using LLMs for research, learning, brainstorming, or content generation 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-BR-Blumenau-ApplicationSup.005 #J-18808-Ljbffr