Trilogy

Compensation

Full Description

Elite technical minds wanted: Solve only the problems AI can't handle. At Trilogy, we've revolutionized customer support through advanced AI. Managing over 100 enterprise software products, our systems handle routine issues automatically, leaving only the most complex challenges for our Technical Support Engineers. Every ticket that reaches your desk represents a genuine technical puzzle that requires creative problem-solving and deep expertise. This role demands exceptional self-sufficiency. You'll navigate complex technical landscapes across multiple products with minimal guidance. The learning curve is steep by design - we expect you to master several products within your first month. This position is ideal for technical problem-solvers who thrive under pressure and pride themselves on finding solutions independently. Join our team of elite technical minds who form the critical human component in our AI-augmented support ecosystem. You'll accelerate your technical growth while directly enhancing Trilogy's reputation for exceptional customer support. What You Will Be Doing • Solve complex technical issues that our advanced AI systems cannot resolve independently • Analyze patterns in escalated tickets to identify opportunities for AI system improvements • Apply deep technical expertise across multiple enterprise software products • Close the human-AI gap by feeding your solutions back into our learning systems • Master new products rapidly to maintain our exceptional support standards What You Won’t Be Doing • Handling routine, repetitive support tickets (our AI systems manage these) • Following a gradual onboarding process (you'll be expected to master multiple products within your first month) • Relying on management for technical guidance (self-sufficiency is mandatory) • Working within a narrow product specialty (you'll develop expertise across our diverse portfolio) Technical Support Engineer Key Responsibilities Seamlessly bridge the gap between advanced AI capabilities and complex customer challenges to deliver exceptional technical support that preserves Trilogy's reputation for excellence across our extensive product portfolio. Basic Requirements • Minimum 3 years of experience in technical customer support roles • Advanced generative AI proficiency beyond basic usage - demonstrated ability to create automated workflows and custom GPTs • Exceptional self-learning capabilities with proven ability to master complex technical concepts independently • Current residence in North or South America 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-Washingt-TechnicalSuppo.031