What You Will Be Doing

• Resolve the most complex technical issues that our AI systems escalate, requiring deep product knowledge and creative problem-solving approaches.
• Analyze patterns in AI-escalated tickets to identify gaps in our automation, then collaborate with AI teams to enhance system capabilities.
• Serve as the technical bridge between customer needs and product teams, translating complex issues into actionable insights.
• Master multiple enterprise software products rapidly, becoming a subject matter expert across Trilogy's diverse portfolio.

What You Won’t Be Doing

• Handling routine password resets, basic configuration questions, or other issues that AI can resolve.
• Spending months in training programs—you'll be expected to contribute meaningfully within weeks.
• Waiting for detailed documentation or step-by-step guidance—you'll need to figure things out independently.
• Working on the same types of problems repeatedly—every challenge will push your technical boundaries.

Senior Technical Support Engineer Key Responsibilities

Drive exceptional customer outcomes by applying advanced technical expertise to solve the most complex support challenges that define Trilogy's reputation for excellence.

Basic Requirements

• Minimum 3 years of technical customer support experience with demonstrable expertise in complex problem resolution.
• Advanced AI proficiency including workflow automation, custom GPT development, and integration of multiple AI tools in professional workflows.
• Proven ability to learn new technical systems rapidly and operate independently with minimal guidance.
• Located in North or South America for optimal collaboration with distributed teams.

About Trilogy

Hundreds of software businesses run on the Trilogy Business Platform. For three decades, Trilogy has been known for three things: Relentlessly seeking top talent, Innovating new technology, and incubating new businesses.

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.