Escalation Engineer, Trilogy

Escalation Engineer, Trilogy (Remote) - $60,000/year USD

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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

Welcome to the future of technical support, where mundane tasks are history and every challenge is a puzzle worth solving. At Trilogy, we\'ve revolutionized customer support by harnessing the power of AI to handle routine inquiries, leaving only the most intriguing and complex cases for our elite team of Escalation Engineers.

Picture yourself as a technical detective, diving deep into challenges that even our sophisticated AI hasn\'t mastered yet. We manage a diverse portfolio of over 100 enterprise software products, and we\'re looking for sharp minds who thrive on complexity and innovation.

Fair warning: this isn\'t your typical support role with a gentle learning curve. We\'re seeking self-driven problem-solvers who can hit the ground running. If you need constant supervision or shy away from ambitious challenges, this position isn\'t for you. But if you\'re energized by the prospect of tackling the toughest technical puzzles while helping shape the future of AI-powered support, keep reading.

What You Will Be Doing

Your mission will be to bridge the gap between human expertise and artificial intelligence. You\'ll analyze and resolve sophisticated technical issues that our AI system has escalated, then use your insights to enhance our AI\'s capabilities, creating a continuously improving support ecosystem.

What You Won’t Be Doing

• Following a leisurely onboarding process - you\'ll need to master multiple products within your first month
• Depending on management for solutions - self-sufficiency and resourcefulness are non-negotiable skills in this role

Escalation Engineer Key Responsibilities

Your core mission is to seamlessly blend human technical expertise with AI capabilities, focusing on resolving complex customer challenges that push the boundaries of current AI technology while contributing to the system\'s continuous improvement.

Basic Requirements

• Proven track record with 3+ years in technical customer support, demonstrating progressive problem-solving capabilities
• Advanced mastery of generative AI tools, including practical experience in workflow automation and custom GPT development (simple prompt engineering won\'t cut it)
• Current residence in the Americas (North or South)

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-COUNTRY-EscalationEngi

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

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