Senior Customer Support Engineer, Trilogy

Senior Customer Support Engineer, Trilogy (Remote) - $60,000/year USD Join to apply for the Senior Customer 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 Traditional customer support in most organizations suffers from widespread inefficiency and subpar performance. Support engineers routinely spend time on mundane, repetitive work or encounter issues beyond their limited domain knowledge. Industry data reveals that more than 60% of support tickets require escalation because frontline responders lack adequate skills or understanding to address them effectively. Trilogy takes a different approach. With a portfolio spanning over 100 enterprise software solutions, we have transformed customer support through sophisticated AI integration. Our AI‑driven chatbot resolves the majority of incoming issues, which means our engineers focus exclusively on the most intricate and challenging problems. Every ticket that reaches you will be demanding, diverse, and call for inventive troubleshooting. This position does not accommodate gradual onboarding or extensive hand‑holding. Candidates who require ongoing supervision, have difficulty with independent learning, or frequently ask basic questions will find themselves unable to meet expectations within two weeks. Success demands a self‑directed approach, rapid adaptability, and a commitment to solving problems without external prompting. For those prepared to confront customer support's most demanding challenges, this role offers exceptional professional development. You will build deep technical knowledge across an extensive product suite while playing a key role in maintaining Trilogy's standard of excellence. If you are committed to operating at your highest capacity, we encourage your application. What You Will Be Doing AI‑Enhanced Problem Resolution: Examine intricate tickets that AI systems have escalated, deploy human judgment in areas where automated systems are insufficient, and subsequently enhance AI performance by addressing identified limitations What You Won’t Be Doing Spending two full months on onboarding; you will be required to achieve proficiency on multiple products during your first month (we recognize this expectation is demanding) Depending on management for assistance; candidates who cannot effectively remove their own obstacles will likely find this role challenging Senior Customer Support Engineer Key Responsibilities Combine advanced human technical knowledge with AI‑driven tools to provide superior customer support, concentrating on sophisticated issues that remain beyond current AI resolution capabilities Basic Requirements A minimum of 3 years of cumulative experience in technical customer support positions Demonstrated advanced proficiency with generative AI (specifically, experience with multiple AI platforms, capability to automate processes and develop custom GPTs); candidates whose AI usage is limited to research, learning, brainstorming, or content creation will not meet this requirement 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. #J-18808-Ljbffr