Trilogy

Compensation

Full Description

Welcome to the future of technical support, where AI handles the routine, and you tackle the extraordinary. At Trilogy, managing 100+ enterprise software products, we've revolutionized customer support by letting AI handle the basics while our engineers focus on the complex puzzles that keep things interesting. Forget everything you know about traditional support roles. Here, every ticket is a unique challenge that demands creative thinking and technical prowess. We're not interested in hand-holding or gradual onboarding - we're looking for self-driven problem-solvers who thrive in deep water. If you're the type who needs constant guidance or relies on others for answers, this isn't your arena. But if you're ready to dive into the deep end of technical support, master multiple products rapidly, and work alongside cutting-edge AI systems, you've found your next challenge. What You Will Be Doing You'll be the human intelligence behind our AI-powered support system, tackling the complex technical challenges that even our sophisticated AI can't crack. Your role involves: • Analyzing and resolving intricate technical issues that surpass AI capabilities • Contributing to the evolution of our AI systems by bridging knowledge gaps • Delivering sophisticated solutions across our diverse product portfolio What You Won’t Be Doing Let's be crystal clear about what this role isn't: • There's no leisurely onboarding period - you'll need to master multiple products within your first month • This isn't a role for those who need constant managerial oversight - you must be capable of independent problem-solving and self-direction Principal Technical Support Engineer Key Responsibilities Your core mission is to: • Serve as the perfect fusion of human expertise and AI capability, handling complex technical challenges that require both advanced problem-solving skills and deep technical knowledge • Continuously enhance our AI support systems by identifying and addressing gaps in their problem-solving capabilities Basic Requirements To succeed in this role, you must have: • 3+ years of hands-on technical support experience • Advanced-level proficiency with generative AI tools, including experience with workflow automation and custom GPT development (basic AI usage for content creation won't cut it) • Current residence in North or South America • Exceptional self-learning capabilities and independent problem-solving skills 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-US-Austin-PrincipalTechn.001