Support Engineer,

1 semana atrás

São Paulo, São Paulo, Brasil Trilogy Tempo inteiro US$30.000 - US$90.000 por ano

Are you tired of mundane customer support roles that lack challenge and innovation? Many support engineers find themselves bogged down by routine tasks and problems beyond their expertise. Studies reveal that over 60% of support tickets are escalated due to insufficient skills at the initial level.

At Trilogy, we break the mold. With a portfolio of over 100 enterprise software products, we revolutionize customer support through cutting-edge AI. Our AI chatbot handles the majority of issues, leaving only the most intricate and diverse challenges for our engineers. Every ticket you handle is an opportunity for creative problem-solving.

In this fast-paced environment, there's no room for hand-holding or leisurely learning. If you require constant guidance, struggle to learn independently, or ask obvious questions, this role may not be the right fit. Success demands a proactive mindset, adaptability, and a relentless drive for self-discovery.

If you're eager to confront the toughest challenges in customer support, this role promises unparalleled growth. You'll acquire exceptional technical expertise across a vast product range while enhancing Trilogy's reputation for excellence. If you're ready to push your boundaries, we encourage you to apply.

What You Will Be Doing

  • Enhance AI-Augmented Customer Solutions: Tackle complex tickets escalated by AI systems, applying human expertise to bridge gaps where AI falls short, and refine the AI systems for better future performance.

What You Won't Be Doing

  • Taking an extended period to acclimate; you are expected to become proficient in multiple products within a month (we acknowledge this is ambitious).
  • Depending on managers for assistance; if you cannot independently overcome challenges, this role will be difficult for you.

Support Engineer Key Responsibilities

  • Combine technical human expertise with AI capabilities to provide superior customer support, focusing on intricate issues that AI alone cannot resolve.

Basic Requirements

  • A minimum of 3 years of experience in a technical customer support position.
  • Proficiency in advanced generative AI (e.g., using multiple AI tools, automating workflows, creating custom GPTs); simple use of LLMs for research, learning, brainstorming, or content creation is insufficient.
  • Residency 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.

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-SãoPaulo-SupportEnginee

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