Senior Customer Support Engineer, Trilogy
hace 2 semanas
Senior Customer Support Engineer, Trilogy (Remote) - $60,000/year USD Join to apply for the Senior Customer Support Engineer, Trilogy (Remote) - $60,000/year USD role at Crossover. Base pay range: $30.00/hr - $30.00/hr. Customer expectations have escalated sharply while the support industry struggles with mounting complexity. Today's customers demand AI‑driven, instantaneous solutions, yet most companies remain stuck in pilot phases, unable to convert AI into tangible results. This gap is about to widen. Industry forecasts suggest that by 2029, agentic systems will autonomously handle the majority of routine issues, creating a critical disconnect between what customers expect and what organizations can currently deliver. AI‑Augmented Customer Resolutions: Dissect complex escalations that exceed AI capabilities, apply human technical judgment where automation falls short, and systematically improve AI performance by addressing those gaps. What You Will Be Doing Combine deep technical expertise with AI tooling to provide superior customer support, concentrating on sophisticated issues that remain beyond current AI resolution capabilities. What You Won’t Be Doing Spending two full months onboarding; you will need to achieve proficiency across multiple products within your first month (we recognize this pace is demanding). Depending on management for unblocking; if you cannot resolve your own obstacles, this role will present significant challenges. Senior Customer Support Engineer Key Responsibilities Combine deep technical expertise with AI tooling to provide superior customer support, concentrating on sophisticated issues that remain beyond current AI resolution capabilities. Basic Requirements Must be located in North or South America. Minimum 3 years total experience in technical customer support roles. Advanced generative AI proficiency (i.e., working knowledge of multiple AI platforms, demonstrated ability to automate workflows and build custom GPTs); experience limited to using LLMs for research, learning, brainstorming, or content creation will not meet this threshold. 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. 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. #J-18808-Ljbffr
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