Application Support Engineer, Trilogy

Customer expectations are rising rapidly while the support sector grapples with mounting complexity. Today's customers demand AI-driven, real-time answers, yet most companies remain stuck in pilot mode, unable to convert AI into tangible results. The bar is about to rise even further. Agentic systems are forecast to autonomously handle the majority of routine issues by 2029, creating a critical divide between what customers will expect and what most organizations deliver today. Our approach bridges that divide with a distinct framework: AI-enhanced "cyborg" agents who combine sophisticated troubleshooting expertise with product knowledge and agentic AI capabilities. In this position, you refine, repair, and mentor the tools themselves. Each solution you implement strengthens our automation layer, every root cause investigation transforms into a repeatable framework, and every outlier you decode enhances the system for thousands of future customers. This is the intersection of advanced diagnostics, human judgment, and AI coordination—delivering swifter resolutions now while building compounding intelligence for the future. This position demands hands‑on problem resolution at the production level. You will investigate ambiguous breakdowns spanning networks, databases, cloud infrastructure, and enterprise applications; harness AI to generate hypotheses, conduct tests, and accelerate outcomes; capture the human logic that trains our systems; and proactively identify patterns that convert isolated fixes into lasting automations. 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 capture to query plan to workflow trace, and if you're confident challenging an LLM's conclusions, you will thrive here. What You Will Be Doing AI-Enhanced Customer Issue Resolution: Examine intricate tickets escalated by AI platforms, deploy human judgment in scenarios where AI underperforms, and subsequently enhance the AI system to eliminate those gaps What You Won’t Be Doing Spending two full months onboarding; you will be expected to gain proficiency in multiple products during the first month (we acknowledge this pace is demanding) Depending on your managers for assistance; if you lack the ability to unblock yourself independently, this role will present significant challenges Application Support Engineer Key Responsibilities Combine technical human judgment with AI tools to provide outstanding customer support, concentrating on sophisticated issues that AI cannot yet independently resolve Basic Requirements Must be located in North or South America Minimum of 3 years total experience in a technical customer support capacity Foundational coding ability for troubleshooting and bug resolution purposes (you will complete a coding assessment featuring 4 challenges; solving the first one is sufficient) Advanced proficiency with generative AI tools (i.e., usage of multiple AI platforms, capability to automate workflows and build custom GPTs); if your LLM experience is limited to research, learning, brainstorming, or content creation, that will not meet the requirement 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-BR-Campinas-ApplicationSup.007 #J-18808-Ljbffr