Technical Support Engineer, Trilogy

Customer expectations are rising sharply while the support industry grapples with mounting complexity. Today's customers anticipate AI-driven, immediate responses, yet most companies remain stuck in pilot phases, unable to convert AI into tangible results. The challenge will only intensify. Industry forecasts suggest that by 2029, agentic systems will autonomously handle the majority of routine issues, creating a widening chasm between what customers expect and what organizations currently deliver. Our approach bridges this divide with a distinct model: AI-augmented "cyborg" agents who combine sophisticated troubleshooting skills with product knowledge and agentic AI. In this position, you teach, refine, and mentor the tools. Each resolution strengthens our automation layer, each root cause investigation becomes a replicable workflow, and each outlier you decode enhances the system for thousands of future customers. This is the intersection where technical diagnostics, human judgment, and AI coordination converge to produce quicker resolutions now while building cumulative intelligence for the future. This position demands hands‑on problem resolution at production scale. You will investigate unclear failures spanning networks, databases, cloud infrastructure, and enterprise applications; use AI to form hypotheses, validate, and expedite; capture the human logic that informs our systems; and proactively identify patterns that transform isolated fixes into sustainable automations. It 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 execution plans to workflow traces, and if you're prepared to challenge an LLM when it errs, you will thrive here. What You Will Be Doing AI-Augmented Customer Resolutions: Examine complex tickets escalated from AI systems, apply human judgment to areas where AI underperforms, and subsequently enhance the AI system to close the gap What You Won’t Be Doing Spending two full months onboarding; you will be expected to achieve proficiency on multiple products within the first month (we recognize this is demanding) Depending on your managers for assistance; if you cannot effectively unblock yourself, this role will likely prove challenging Technical Support Engineer Key Responsibilities Combine technical human judgment and AI capabilities to provide outstanding customer support, concentrating on intricate issues that AI cannot yet independently resolve Basic Requirements Must be located in North or South America Minimum of 3 total years of experience in a technical customer support role Advanced generative AI proficiency (i.e., use of multiple AI tools, ability to automate workflows and custom GPTs); if you've only used LLMs for research, learning, brainstorming, or content generation, that will be considered insufficient 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. #J-18808-Ljbffr