Application Support Engineer, Trilogy

Application Support Engineer, Trilogy (Remote) - $60,000/year USDBase pay range: $*****/hr – $*****/hr (equivalent to $60,000/year assuming 40 hrs/week, 50 weeks/year)The support industry faces mounting complexity even as customer expectations continue to rise. Today's customers anticipate AI-driven, immediate solutions, yet most companies remain stuck in pilot phases, unable to convert AI initiatives into tangible results. By ****, agentic systems are expected to independently handle the majority of routine issues, creating a critical divide between what customers expect and what most organizations can deliver. We are bridging that divide through a distinct approach: AI-enhanced "cyborg" agents that combine sophisticated troubleshooting expertise with product knowledge and agentic AI capabilities.

In this position, you will train, refine, and guide these tools. Each resolution strengthens our automation framework, every root-cause investigation becomes a repeatable process, and every unusual scenario you solve enhances the system for thousands of future customers. This is the intersection of advanced diagnostic work, human judgment, and AI coordination—delivering rapid resolutions now while building compounding intelligence for the future. This role requires hands-on problem resolution at production level.

You will investigate ambiguous failures spanning networks, databases, cloud infrastructure, and enterprise applications; use AI to generate hypotheses, run tests, and accelerate progress; capture human reasoning that trains our systems; and proactively identify patterns that transform one-time fixes into lasting automations. It is not a role that follows scripts or simply triages tickets—if you excel at lateral thinking when documentation is sparse and transition seamlessly from packet capture to query plan to workflow trace, you will find this role rewarding.

What You Will

Be DoingExamine complex tickets escalated by AI systems, deploy human expertise where AI is insufficient, and subsequently close the capability gap by enhancing the AI system. What You Won't Be DoingSpending two full months on onboarding; you will be expected to achieve proficiency on multiple products within the first month. Depend on your managers for assistance; if you are not skilled at removing your own blockers, you will find this role challenging. Key ResponsibilitiesCombine technical human expertise with AI capabilities to provide outstanding customer support, concentrating on complex issues that AI cannot yet fully address.

Basic RequirementsMust be located in North or South America. Minimum of 3 years total experience in a technical customer support role. Advanced generative AI proficiency (use of multiple AI tools, capability to automate workflows and build custom GPTs). Limited use of LLMs for research or content generation is considered 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 aim to provide a workplace where you can be surrounded by great people, be proud of 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. 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.#J-*****-Ljbffr