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

The support sector faces mounting complexity as customer demands continue to rise. Today's customers anticipate instant, AI-driven responses, yet most companies remain stuck in pilot phases, unable to convert AI initiatives into tangible results. The challenge is about to intensify. Industry forecasts suggest that by 2029, agentic systems will autonomously handle the majority of routine issues, creating a widening chasm between customer expectations and current organizational capabilities.

Our approach bridges this divide through a distinct framework: AI-enhanced "cyborg" agents who combine sophisticated troubleshooting expertise with product knowledge and agentic AI capabilities. In this position, you will train, refine, and guide the technology. Each resolution strengthens our automation infrastructure, every root cause investigation becomes a repeatable template, and every complex scenario you decode enhances the system for thousands of future customers. This is the intersection where expert troubleshooting, human judgment, and AI orchestration converge to accelerate resolutions now while building cumulative intelligence for the future.

This position centers on hands-on problem resolution at production scale. You will investigate unclear failures spanning networks, databases, cloud environments, and enterprise applications; harness AI to form hypotheses, validate, and expedite solutions; capture the human logic that instructs our systems; and proactively identify trends that transform isolated fixes into lasting automations. This 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'll thrive in this environment.

What You Will Be Doing

• AI-Enhanced Customer Problem Resolution: Investigate complex cases escalated beyond AI system capabilities, deploy human judgment where AI proves insufficient, and subsequently enhance the AI framework to narrow that gap
  
  

What You Won’t Be Doing

• Spending two full months onboarding; you will need to achieve competency across multiple products within the first month (we recognize this timeline is demanding)
• Depending on management intervention for assistance; if you cannot consistently unblock yourself, this role will present significant challenges
  
  

Technical Support Engineer Key Responsibilities

• Combine technical human knowledge with AI tools to provide superior customer support, concentrating on sophisticated challenges that AI systems cannot yet independently resolve
  
  

Basic Requirements

• Must be located in North or South America
• Minimum of 3 years total experience in technical customer support positions
• Foundational coding abilities for troubleshooting and bug resolution purposes
• Troubleshooting Competencies: Communicating complex technical matters in accessible language, exhibiting deep problem comprehension, suggesting appropriate diagnostic approaches, offering multiple resolution pathways, and maintaining meticulous attention to detail
  
  

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-AR-CórdobaP-TechnicalSuppo.024