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

Traditional customer support in most organizations suffers from inefficiency and a lack of expertise. Support personnel often spend excessive time on mundane, repetitive work or find themselves unable to address issues beyond a limited scope. Research indicates that more than 60% of support tickets require escalation due to insufficient skills or knowledge at the initial point of contact.

Trilogy operates differently. With a portfolio exceeding 100 enterprise software products, we have transformed customer support through the integration of advanced AI technology. Our AI-powered chatbot resolves the majority of routine inquiries, which means our engineers focus exclusively on the most intricate and demanding challenges. Every ticket you handle will be difficult, diverse, and demand innovative problem-solving.

This role does not accommodate a slow onboarding process or ongoing supervision. Candidates who require frequent direction, find it difficult to learn independently, or ask questions that should be self-answered will not succeed beyond the first two weeks. The position demands a self-driven approach, rapid adaptability, and the ability to resolve obstacles without assistance.

For those prepared to confront the most challenging customer support scenarios, this opportunity offers unmatched professional development. You will build comprehensive technical knowledge across an extensive product range while directly supporting Trilogy's commitment to excellence. If you are prepared to challenge yourself and perform at a high level, we encourage you to apply.

What You Will Be Doing

• AI-Augmented Customer Resolutions: Evaluate complex tickets escalated from AI systems, apply specialized human judgment where AI capabilities are limited, and subsequently refine the AI system to close performance gaps
  
  

What You Won’t Be Doing

• Spending two full months on onboarding; you are expected to achieve proficiency on multiple products within the first month (we acknowledge this timeline is demanding)
• Depending on managers for ongoing assistance; success in this role requires strong self-sufficiency and the ability to unblock yourself
  
  

Application Support Engineer Key Responsibilities

• Combine technical human judgment with AI-driven tools to provide superior customer support, concentrating on complex scenarios that currently exceed AI resolution capabilities
  
  

Basic Requirements

• A minimum of 3 years of total experience in technical customer support roles
• Advanced proficiency with generative AI tools (including use of multiple AI platforms, workflow automation, and custom GPT creation); candidates who have only used LLMs for research, learning, brainstorming, or content creation will not meet this requirement
• 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-CA-Montreal-ApplicationSup.012