Support Engineer, Trilogy

Support Engineer, Trilogy (Remote) - $60,000/year USD Get AI-powered advice on this job and more exclusive features. This range is provided by Trilogy. 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 many organizations, customer support is often bogged down by inefficiency and mediocrity, with support engineers stuck in repetitive tasks or out of their depth. Over 60% of tickets are escalated due to a lack of skills or knowledge in the initial support team. But at Trilogy, we break the mold. Managing over 100 enterprise software products, our customer support is revolutionized with cutting-edge AI. Our AI chatbot handles routine issues, leaving only the most challenging problems for our engineers. That means every ticket you handle is complex, diverse, and demands innovative problem‑solving. This role isn't for the faint‑hearted. If you require constant guidance, struggle with self‑learning, or ask obvious questions, you won't make it past two weeks. Success here demands a proactive attitude, quick adaptability, and a strong drive to independently solve problems. If you're ready to face the hardest challenges in customer support, this role will propel your growth like no other. What You Will Be Doing Enhance AI‑Augmented Customer Resolutions: Dive into complex tickets escalated by AI, apply your human expertise to fill in where AI falls short, and refine the AI system to bridge those gaps. What You Won’t Be Doing Taking two months to find your footing; you'll need to quickly get up to speed on several products within your first month—yes, we know that's ambitious. Leaning on your managers for help; if self‑sufficiency isn't your forte, you might find this role challenging. Support Engineer Key Responsibilities Combine technical human expertise with AI capabilities to deliver top‑notch customer support, focusing on complex issues that are beyond current AI capabilities. Basic Requirements Minimum of 3 years' experience in a technical customer support role. Advanced proficiency in generative AI (i.e., use of multiple AI tools, ability to automate workflows and create custom GPTs); if your experience is limited to using LLMs for research, learning, brainstorming, or content generation, this won't be enough. Must be currently based 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 by 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. Referrals increase your chances of interviewing at Trilogy by 2x. Seniority level Associate Employment type Full‑time Job function Engineering, Information Technology, and Customer Service Industries Computer and Network Security Software Development IT Services and IT Consulting #J-18808-Ljbffr