Senior Technical Support Analyst, Trilogy (Remote) - $60,000/year USD
Trilogy
Date: 20 hours ago
City: Remote, Remote
Contract type: Full time
Remote
Forget everything you know about traditional tech support. At Trilogy, we've revolutionized the customer experience through cutting-edge AI implementation across our portfolio of 100+ enterprise software products. The result? A support ecosystem where mundane issues are handled automatically, leaving only the most intellectually stimulating challenges for our human experts.
Our data reveals a stark reality in conventional support environments: nearly two-thirds of tickets require escalation because frontline teams lack sufficient technical depth. We've eliminated this inefficiency through intelligent automation, creating a unique environment where every issue you tackle will test your problem-solving abilities and technical acumen.
This role demands exceptional self-sufficiency and rapid adaptation. There's no gradual onboarding or hand-holding here—you'll dive into complex product ecosystems immediately and be expected to navigate them independently. Those who thrive on clear direction, structured training programs, or frequent guidance should look elsewhere.
For the right candidate, this position offers unparalleled growth potential. You'll develop expertise across diverse technologies while directly enhancing our AI systems and upholding Trilogy's commitment to excellence. Ready to be challenged at every turn? We're waiting for your application.
What You Will Be Doing
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-CA-Nunavut-SeniorTechnica.007
Our data reveals a stark reality in conventional support environments: nearly two-thirds of tickets require escalation because frontline teams lack sufficient technical depth. We've eliminated this inefficiency through intelligent automation, creating a unique environment where every issue you tackle will test your problem-solving abilities and technical acumen.
This role demands exceptional self-sufficiency and rapid adaptation. There's no gradual onboarding or hand-holding here—you'll dive into complex product ecosystems immediately and be expected to navigate them independently. Those who thrive on clear direction, structured training programs, or frequent guidance should look elsewhere.
For the right candidate, this position offers unparalleled growth potential. You'll develop expertise across diverse technologies while directly enhancing our AI systems and upholding Trilogy's commitment to excellence. Ready to be challenged at every turn? We're waiting for your application.
What You Will Be Doing
- Serve as the human intelligence behind our AI support infrastructure, tackling the complex technical challenges that automated systems flag for expert intervention
- Continuously refine our AI capabilities by identifying patterns in escalated tickets and implementing solutions that close knowledge gaps
- Enjoying a leisurely onboarding process—our accelerated timeline expects proficiency across multiple products within your first 30 days
- Receiving constant guidance from leadership—success in this role requires exceptional self-direction and resourcefulness to overcome obstacles independently
- Bridge the critical gap between advanced AI systems and human technical expertise to resolve our customers' most challenging support issues
- Contribute insights that enhance our AI capabilities, gradually reducing the need for human intervention in increasingly complex scenarios
- Maintain Trilogy's reputation for technical excellence across our diverse product portfolio
- Minimum 3 years of proven experience in technical customer support roles
- Demonstrated advanced proficiency with generative AI technologies beyond basic applications—including workflow automation, custom GPT development, and sophisticated prompt engineering (simple usage for content creation or research will not suffice)
- Current residence in North or South America to align with our support coverage needs
- Exceptional problem-solving abilities and self-directed learning capabilities
- Adaptability to rapidly master new technologies and product ecosystems
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-CA-Nunavut-SeniorTechnica.007
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