Job description

Forget everything you know about traditional tech support. At Trilogy, we've eliminated the mundane.

Managing 100+ enterprise software products, our AI-powered system handles routine issues automatically. This means you'll only tackle what machines can't—the complex, the unusual, the truly challenging problems that demand human ingenuity.

Let's be clear: this isn't an environment for those who need constant direction. We don't have time for extended onboarding or basic questions that Google could answer. Our pace is relentless, our standards exceptional.

If you thrive on independence, learn at lightning speed, and want to solve puzzles that stump even our advanced AI, you'll find this role transformative. You'll rapidly develop expertise across diverse enterprise products while directly enhancing our reputation for technical excellence. Ready to prove yourself? We're waiting for your application.

What You Will Be Doing

Solve complex technical challenges that have stumped our advanced AI systems
Analyze patterns in escalated tickets to identify AI improvement opportunities
Bridge the human-machine gap by applying your technical expertise where automation falls short

What You Won’t Be Doing

Enjoying a leisurely onboarding process—you'll be expected to master multiple products within your first month
Running to managers with every obstacle—self-sufficiency isn't optional, it's essential
Handling routine tickets that our AI can resolve—your talents will be reserved for truly complex challenges

Technical Support Engineer Key Responsibilities

Seamlessly blend human technical expertise with AI capabilities to solve our most challenging customer issues
Identify patterns in complex tickets to help evolve our AI systems
Deliver exceptional technical solutions where automation alone is insufficient
Rapidly adapt to new products and technologies across our diverse portfolio

Basic Requirements

Minimum 4 years of hands-on experience in technical customer support or engineering roles
Demonstrated advanced proficiency with generative AI tools—beyond basic prompting
Experience creating AI automation workflows, custom GPTs, or similar advanced applications
Exceptional self-learning abilities and problem-solving skills
Proven ability to work independently with minimal supervision

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.026

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