Senior Technical Support Analyst, Trilogy (Remote) - $60,000/year USD

Elite Technical Problem Solvers Only: Where AI Handles the Simple, You Master the ComplexAt Trilogy, we've revolutionized customer support through advanced AI integration across our portfolio of 100+ enterprise software products. Our AI systems efficiently resolve routine issues, leaving only the most challenging technical puzzles for our human experts. This isn't traditional support—it's high-stakes problem-solving that demands exceptional technical acumen and self-sufficiency.If you thrive on complexity, learn independently at an accelerated pace, and can navigate diverse technical challenges without hand-holding, you belong here. This role will exponentially expand your expertise while directly impacting our reputation for excellence. Mediocrity has no place in our support ecosystem—we're seeking the technical elite who are ready to prove their capabilities daily.What You Will Be DoingSolve complex technical challenges that have surpassed our advanced AI capabilitiesAnalyze patterns in escalated tickets to continuously improve AI resolution systemsApply deep technical expertise across multiple enterprise software products simultaneouslyDevelop innovative solutions for previously unseen customer problemsBridge the human-AI gap by translating your problem-solving approaches into AI-implementable frameworksWhat You Won’t Be DoingHandling routine, repetitive support tickets that our AI systems can resolveFollowing a gradual onboarding process—you'll be expected to master multiple products within your first monthRelying on management for solutions—self-sufficiency is non-negotiable in this roleWorking within a single product domain—our environment demands versatility across diverse technologiesSenior Technical Support Analyst Key ResponsibilitiesIntegrate advanced human technical expertise with AI capabilities to resolve our customers' most complex challenges while continuously improving our AI support systems.Basic RequirementsMinimum 3 years of proven experience in technical customer support rolesAdvanced proficiency with generative AI tools (demonstrated ability to create automation workflows and custom GPTs—basic usage for content generation or research is insufficient)Current residence in North or South AmericaExceptional self-learning capabilities and problem-solving skillsAbility to rapidly master new technical systems without structured trainingAbout 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-SanJose-SeniorTechnica2.003