Application Support Engineer, Trilogy

Customer expectations in the support industry continue to rise even as operational complexity intensifies. Today's customers anticipate AI-driven, immediate solutions, yet the majority of companies remain stuck in pilot phases, unable to translate AI into tangible results. The challenge is about to escalate further. Industry projections indicate that by 2029, agentic systems will independently handle most routine issues, creating a widening chasm between what customers expect and what current infrastructures deliver.

Our approach bridges this divide through a reimagined model: AI-enhanced "cyborg" agents who combine sophisticated troubleshooting capabilities with product knowledge and agentic AI systems. In this position, you will train, refine, and guide these tools. Each resolution you deliver strengthens our automation frameworks, every root cause investigation becomes a repeatable process, and every complex scenario you decode elevates system performance for thousands of future users. This role represents the convergence of advanced diagnostic work, human judgment, and AI coordination to achieve faster outcomes now while building compounded intelligence over time.

This position demands hands-on technical problem-solving at the production level. You will investigate unclear failures spanning networks, databases, cloud infrastructure, and enterprise applications; use AI to form hypotheses, validate theories, and expedite resolution; capture the human logic that informs our systems; and identify patterns that convert isolated fixes into scalable automations. This is not about following scripts, sorting tickets, or escalating to "Level 3." If you excel at lateral thinking when documentation is sparse, if you can transition seamlessly from packet analysis to query optimization to workflow diagnostics, and if you're prepared to correct an LLM when it produces faulty output, this role will suit you well.

What You Will Be Doing

• AI-Enhanced Customer Resolution: Examine sophisticated tickets escalated from AI systems, deploy human judgment in areas where AI underperforms, and subsequently enhance the AI platform to eliminate those gaps

What You Won't Be Doing

• Spending two full months onboarding; you will be expected to achieve competency across multiple products within your first month (we recognize this pace is demanding)
• Depending on management for assistance; if you cannot effectively unblock yourself, this role will present significant challenges

Application Support Engineer Key Responsibilities

• Combine specialized technical knowledge and AI functionality to provide outstanding customer support, concentrating on intricate issues that AI cannot yet independently address

Basic Requirements

• Must be located in North or South America
• Minimum of 3 years total experience in technical customer support positions
• Advanced proficiency with generative AI (i.e., working knowledge of multiple AI platforms, capability to automate processes and build custom GPTs); if your LLM usage is limited to research, education, ideation, or content creation, that will not meet the 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-BeloHori-ApplicationSup.015