Technical Support Engineer, Trilogy

At most organizations, customer support suffers from inefficiency and subpar execution. Support professionals often spend their time on mundane, repetitive work or find themselves blocked by issues that fall outside their limited domain knowledge. Research indicates that more than 60% of support tickets are escalated due to insufficient skill or knowledge at the initial contact point.

Trilogy operates differently. With a portfolio exceeding 100 enterprise software products, we have transformed customer support through sophisticated AI technology. Our AI-driven chatbot resolves the majority of incoming issues, which means our engineers focus exclusively on the most challenging, complex problems. Every ticket assigned to you will be difficult, diverse, and demand innovative thinking.

This position offers no room for gradual onboarding or continuous supervision. Candidates who require steady guidance, have difficulty with independent learning, or frequently ask questions that should be self-evident will not succeed beyond the first two weeks. The role demands initiative, rapid adaptation, and the capacity to solve problems without external prompting.

Those prepared to confront the most demanding challenges in customer support will experience unmatched professional development. You will develop exceptional technical knowledge across an extensive product ecosystem while directly influencing Trilogy's standard of excellence. If you are committed to testing your capabilities, we encourage your application.

What You Will Be Doing

• AI-Enhanced Problem Resolution: Examine complex tickets that AI systems have escalated, apply human judgment and expertise in areas where AI is currently limited, and refine the AI system to reduce future gaps

What You Won't Be Doing

• Spending two full months onboarding; you are expected to become productive across multiple products in your first month (we recognize this timeline is demanding)
• Depending on managers to unblock you; candidates who cannot solve their own obstacles will find this role challenging

Technical Support Engineer Key Responsibilities

• Combine human technical expertise with AI-driven tools to provide outstanding customer support, concentrating on sophisticated issues that remain beyond full AI resolution

Basic Requirements

• A minimum of 3 years of total experience in technical customer support roles
• Advanced proficiency with generative AI (e.g., working with multiple AI platforms, automating workflows, building custom GPTs); experience limited to using LLMs for research, learning, brainstorming, or content creation will not meet this 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-Florianó-TechnicalSuppo.013