Support Engineer, Trilogy (Remote) - $60,000/year USD at Crossover

At most organizations, customer support suffers from inefficiency and underperformance. Support engineers often spend excessive time on routine inquiries or face challenges beyond their limited skill set. Research indicates that more than 60% of support tickets require escalation because frontline teams lack the necessary capabilities to address them effectively.

Trilogy operates differently. With a portfolio exceeding 100 enterprise software solutions, we have transformed customer support through cutting-edge AI technology. Our AI-driven chatbot resolves the majority of incoming requests, which means our engineers engage exclusively with the most intricate and demanding problems. Every ticket demands critical thinking, technical versatility, and inventive solutions.

This position offers no room for gradual onboarding or continuous oversight. Candidates who require frequent direction, find independent learning difficult, or habitually seek answers to straightforward questions will not succeed beyond the initial weeks. The role demands initiative, rapid adaptability, and a strong capacity for autonomous problem-solving.

For those prepared to confront the most challenging aspects of customer support, this opportunity delivers exceptional professional development. You will build comprehensive technical knowledge spanning an extensive product ecosystem while playing a key role in maintaining Trilogy's standard of excellence. If you are committed to operating at your highest capacity, we encourage your application.

What You Will Be Doing

• AI-Enhanced Customer Issue Resolution: Evaluate sophisticated tickets that AI systems have escalated, apply specialized human judgment where automation proves insufficient, and subsequently refine AI capabilities to reduce similar escalations
  
  

What You Won’t Be Doing

• Spending two full months learning the environment; you must achieve competency across multiple products during your first month (we recognize this expectation is demanding)
• Depending on management for problem resolution; candidates who cannot independently overcome obstacles will find this role particularly challenging
  
  

Support Engineer Key Responsibilities

• Combine advanced human technical knowledge with AI-powered tools to provide superior customer support, concentrating on sophisticated challenges beyond current AI resolution capabilities
  
  

Basic Requirements

• A minimum of 3 years of cumulative experience in technical customer support positions
• Demonstrated expertise in advanced generative AI applications (e.g., proficiency with multiple AI platforms, workflow automation experience, custom GPT development); candidates whose AI usage is limited to research, education, ideation, or content creation will not meet this standard
• Current residence 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 www.crossover.com/help-and-faqs for more details on this topic.

Crossover Job Code: LJ-3330-US-RoundRoc-SupportEnginee