Technical Support Engineer, Trilogy

Technical Support Engineer, Trilogy (Remote) - $60,000/year USDJoin to apply for the Technical Support Engineer, Trilogy (Remote) - $60,000/year USD role at Crossover.Base pay range$*****/hr - $*****/hrThe support sector faces mounting complexity even as customer demands accelerate.Today's customers expect AI-driven, immediate resolutions, yet most companies remain in pilot phases and struggle to turn AI into tangible outcomes.By ****, autonomous agentic systems are expected to handle the majority of routine issues.We are bridging that divide with AI-enhanced "cyborg" agents that combine deep troubleshooting expertise with product knowledge and agentic AI.In this position you refine, repair, and guide tools, turning each fix into a repeatable blueprint that strengthens our automation for thousands of future customers.It's the intersection of sophisticated troubleshooting, human insight, and AI coordination, delivering quicker resolutions now while building cumulative intelligence for the future.This role demands hands-on problem solving at production scale.You will investigate ambiguous failures across networks, databases, cloud infrastructure, and enterprise applications; use AI to formulate hypotheses, validate, and expedite; capture human logic that trains our systems; and proactively identify patterns that turn isolated fixes into lasting automations.It is not about following scripts, sorting tickets, or "escalating to Level 3."If you excel at lateral thinking when documentation is sparse, can transition from packet capture to query plan to workflow trace seamlessly, and can challenge an LLM when it errs, you will thrive here.What You Will Be DoingInvestigate complex tickets escalated by AI systems, deploy human judgment where AI underperforms, and refine the AI system to close the loop.What You Won't Be DoingSpending two full months onboarding; you will be expected to ramp up on multiple products within the first month (we recognize this is demanding).Depending on your managers for assistance; if you are not skilled at unblocking yourself, you will likely find this role challenging.Technical Support Engineer Key ResponsibilitiesCombine technical human insight and AI functionality to provide outstanding customer support, concentrating on intricate issues that AI cannot yet fully address.Basic RequirementsMust be based in North or South America.At least 3 total years of experience in a technical customer support role.Advanced generative AI proficiency (e.g., use of multiple AI tools, automating workflows, custom GPTs); if you have only used LLMs for research, learning, brainstorming, or content generation, that will be deemed insufficient.About TrilogyHundreds of software businesses run on the Trilogy Business Platform.For three decades, Trilogy has been known for relentlessly seeking top talent, innovating new technology, and incubating new businesses.Our technological innovation is driven by a passion for simple customer-facing designs.We incubate new ventures from moon-shot ideas to rearchitecting legacy projects for today's modern cloud-based stack.Trilogy is a place surrounded by great people where you can take pride in doing great work and grow your career by leaps and bounds.Working with usThis is a full-time (40 hours per week), long-term position and is immediately available.The position 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.Payment is weekly.Consult Crossover Help & FAQs for more details.Seniority levelAssociateEmployment typeFull-timeJob functionEngineeringInformation TechnologyCustomer ServiceIndustriesSoftware DevelopmentIT Services and IT ConsultingTelecommunicationsReferrals increase your chances of interviewing at Crossover by 2x.#J-*****-Ljbffr