Application Support Engineer, Trilogy

Application Support Engineer, Trilogy (Remote) – $60,000/year USD Join to apply for this role at Crossover. Salary is based on experience and skill level. The advertised range is $30.00/hr – $30.00/hr (equivalent to $60,000/year for a 40‑hour week). Base pay range $30.00/hr – $30.00/hr 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 in pilot phases. By 2029, 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 bridge that divide through a distinct approach: AI‑enhanced "cyborg" agents who combine sophisticated troubleshooting expertise with product knowledge and agentic AI capabilities. In this position you train, refine, and guide the tools. Each resolution strengthens our automation framework; every root‑cause investigation becomes a repeatable process; 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 compounded intelligence for the future. Responsibilities include hands‑on problem resolution at production level—investigating ambiguous failures spanning networks, databases, cloud infrastructure, and enterprise applications; using AI to generate hypotheses, run tests, and accelerate progress; capturing the human reasoning that trains our systems; and proactively identifying patterns that transform one‑time fixes into lasting automations. This is not about following scripts, triaging tickets, or "escalating to Level 3." If you excel at lateral thinking with sparse documentation, transition seamlessly from packet capture to query plan to workflow trace, and challenge an LLM when it’s incorrect, this role will be rewarding. What You Will Be Doing AI‑Enhanced Customer Resolutions: Examine complex tickets escalated by AI systems, deploy human expertise where AI is insufficient, and subsequently close the capability gap by enhancing the AI system. Combine technical human expertise with AI capabilities to provide outstanding customer support, concentrating on complex issues that AI cannot yet fully address. What You Won’t Be Doing Spending two full months on onboarding; proficiency on multiple products is expected within the first month. Depending on managers for assistance; you must be capable of removing your own blockers. Basic Requirements Must be located in North or South America. Minimum of 3 years total experience in a technical customer support role. Advanced generative AI proficiency (multiple AI tools, automation, custom GPTs). Limited LLM use for research, learning, brainstorming, or content generation is insufficient. About Trilogy Hundreds of software businesses run on the Trilogy Business Platform. For three decades, Trilogy has focused on relentlessly seeking top talent, innovating new technology, and incubating new businesses. Our technological innovation is guided by a passion for simple customer‑facing designs. Trilogy is a place where you can be surrounded by great people, do great work, and grow your career leaps and bounds. 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. Compensation is $30 USD/hour, weekly payment. See Crossover FAQ for details. Crossover Job Code: LJ‑3330‑MX‑Aguascal‑ApplicationSup.026 Seniority level Associate Employment type Full‑time Job function Engineering and Information Technology Industries Software Development IT Services and IT Consulting Telecommunications #J-18808-Ljbffr