Crossover

Compensation

Full Description

Customer expectations in support are rising while operational complexity intensifies. Today's customers demand AI-driven, immediate solutions, yet most companies remain stuck in pilot phases and fail to extract meaningful business value from AI investments. The challenge is about to escalate. Industry forecasts predict that by 2029, agentic systems will independently handle the majority of routine support cases, creating a widening chasm between what customers expect and what current infrastructures can deliver. Our approach bridges this divide through a hybrid model: AI-enhanced "cyborg" support specialists who combine rigorous troubleshooting expertise with product mastery and agentic AI capabilities. In this position, you refine, repair, and mentor the technology. Each resolution you engineer strengthens our automation frameworks, every root cause investigation transforms into a repeatable protocol, and every outlier scenario you decode enhances system performance for thousands of future interactions. This is the intersection where sophisticated diagnostics, human judgment, and AI coordination converge to accelerate resolution times today while building cumulative intelligence for the future. This position demands hands-on problem resolution at production scale. You will decode ambiguous system failures spanning networks, databases, cloud infrastructure, and enterprise applications; harness AI to formulate hypotheses, validate theories, and expedite analysis; capture the human logic that trains our platforms; and proactively identify trends that convert isolated fixes into sustainable automations. This is not about following scripts, triaging tickets, or escalating to senior teams. If you excel at lateral thinking when documentation is sparse, if you can pivot seamlessly from packet analysis to execution plans to workflow diagnostics, and if you're confident challenging an LLM's conclusions, you will thrive here. What You Will Be Doing • AI-Enhanced Customer Resolution: Investigate sophisticated tickets escalated beyond AI system capabilities, deploy human judgment where automation underperforms, and subsequently refine the AI infrastructure to eliminate those gaps What You Won’t Be Doing • Spending two full months on onboarding; you will be required to achieve proficiency across multiple products within your first month (we recognize this expectation is demanding) • Depending on your managers to unblock you; if you lack the ability to independently clear obstacles, this role will present significant challenges Ingeniero De Soporte Técnico Key Responsibilities • Combine technical human judgment with AI tooling to provide superior customer support, concentrating on intricate challenges that remain beyond full AI resolution Basic Requirements • Must be located in North or South America • Minimum 3 years of total experience in technical customer support functions • Fundamental coding ability for troubleshooting and bug remediation purposes • Advanced generative AI expertise (i.e., proficiency with multiple AI platforms, capability to automate processes and build custom GPTs); experience limited to using LLMs for research, education, ideation, or content creation will not meet this requirement • Diagnostic Capabilities: Articulating intricate problems in accessible language, exhibiting robust problem comprehension, identifying appropriate troubleshooting methodologies, presenting multiple resolution approaches, 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-COUNTRY-IngenierodeSop