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

Traditional customer support in most organizations suffers from chronic inefficiency and substandard performance. Support teams routinely lose time on monotonous work or face issues beyond their limited domain knowledge. Research indicates that more than 60% of support tickets require escalation simply because frontline staff lack the necessary capabilities to address them.Trilogy operates differently. Overseeing a portfolio of more than 100 enterprise software solutions, we have transformed customer support through sophisticated AI systems. Our AI-powered chatbot resolves the majority of incoming issues, which means engineers work exclusively on the most intricate and demanding challenges. Every ticket you handle will be difficult, diverse, and demand inventive problem-solving.This role demands immediate autonomy and rapid adaptation. If you require continuous oversight, find self-directed learning challenging, or frequently ask questions with obvious answers, you will not survive the first two weeks. What's required is a self-starting attitude, swift adaptability, and determination to resolve issues on your own.If you are prepared to confront the hardest problems in customer support, this position will propel your professional development faster than any alternative. You will develop exceptional technical proficiency across an extensive product ecosystem while directly influencing Trilogy's standard of excellence. If you are prepared to test your capabilities, we encourage your application.What You Will Be DoingAI-Enhanced Customer Issue Resolution: Examine intricate tickets escalated from AI systems, apply specialized human judgment where AI capabilities are limited, and subsequently enhance the AI system to narrow that gapWhat You Won’t Be DoingSpending two full months on onboarding; you are expected to achieve proficiency on multiple products during your first month (we acknowledge this timeline is demanding)Depending on management for guidance; if you cannot effectively remove your own blockers, this role will present significant difficultiesApplication Support Engineer Key ResponsibilitiesCombine specialized human technical knowledge with AI systems to provide outstanding customer support, concentrating on challenging issues that AI cannot yet completely handleBasic RequirementsA minimum of 3 years of total experience in technical customer support positionsExpert-level generative AI skills (i.e., proficiency with multiple AI platforms, capability to automate processes and build custom GPTs); if your LLM usage is limited to research, learning, brainstorming, or content creation, that will not meet our thresholdPresent location in North or South AmericaAbout TrilogyHundreds 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 usThis 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-CR-Heredia-ApplicationSup.004