Engenheiro De Suporte Técnico, Trilogy (Remote) - $60,000 / Year Usd

Crossover; Teletrabalho; BRL 335.000; Tempo integral

Resumo da oferta

Uma empresa de tecnologia está em busca de um Engenheiro de Suporte Técnico para atuar remotamente. O profissional será responsável por resolver problemas complexos que os sistemas de IA não conseguem resolver sozinhos, combinando julgamento humano com capacidades de IA. É necessária experiência prévia significativa em suporte técnico e proficiência em ferramentas de IA generativas. Esta posição oferece um salário de $60,000 USD por ano, trabalhando 40 horas por semana, com uma abordagem focada em inovação e resolução criativa de problemas.

Qualificações

• Mínimo de 3 anos de experiência em suporte técnico ao cliente.
• Proficiente com ferramentas de IA e automação de fluxos de trabalho.
• Capaz de resolver problemas complexos com documentação limitada.

Responsabilidades

• Examinar casos de suporte complexos e implementar expertise técnica humana.
• Refinar o sistema de IA para melhorar as capacidades ao longo do tempo.
• Resolver falhas ambíguas em redes, bancos de dados e aplicações.

Conhecimentos

Experiência técnica em suporte ao cliente

Proficiente em ferramentas de IA generativas

Capacidade de resolução criativa de problemas

Descrição da oferta de emprego

Engenheiro de Suporte Técnico, Trilogy (Remote) - $60,000 / year USD

Join the role at Crossover.

This position is fully remote and pays $60,000 USD per year ($30 USD / hour).

The pay will be based on your skills and experience.

Base Pay Range

$ / hr - $ / hr

Overview

Customer expectations in the support industry are rising while complexity multiplies.

Most companies are stuck in pilot phases, unable to convert AI into measurable results.

By , autonomous systems will handle the majority of routine issues, creating a widening chasm between customer expectations and what organizations currently deliver.

Our approach bridges this divide through AI-enhanced "cyborg" agents that combine advanced troubleshooting expertise with product knowledge and agentic AI capabilities.

In this role you will train, refine, and guide these tools, turning each resolution into an automation layer, each root‑cause investigation into a repeatable solution, and each complex scenario into a system improvement for thousands of future customers.

This position demands hands‑on technical work at the production level.

You will diagnose ambiguous failures across networks, databases, cloud infrastructure, and enterprise applications; harness AI to generate hypotheses, validate theories, and accelerate resolution; capture human reasoning that trains our systems; and proactively identify patterns that transform isolated fixes into lasting automation.

This is not about following scripts or triaging tickets.

If you excel at creative problem‑solving when documentation is sparse, can move seamlessly from packet analysis to query optimization to workflow diagnostics, and are prepared to correct an LLM when it produces incorrect output, this role will suit you.

What You Will Be Doing

AI-Enhanced Customer Issue Resolution : Examine complex support cases escalated by AI systems, deploy human technical expertise where AI capabilities are insufficient, and refine the AI system to narrow these gaps.

What You Won't Be Doing

Spending two full months on onboarding; you are expected to achieve proficiency across multiple products within your first month.

Depending on management for unblocking; if you are not skilled at removing your own obstacles, this role will present significant challenges.

Engenheiro De Suporte Técnico Key Responsibilities

Combine advanced technical human judgment with AI system capabilities to provide outstanding customer support, concentrating on intricate issues that AI systems cannot yet independently resolve.

Basic Requirements

Must be located in North or South America.

Minimum of 3 years total experience in a technical customer support position.

Advanced proficiency with generative AI tools (experience with multiple AI platforms, capability to automate workflows and build custom GPTs).

Use limited to research, learning, brainstorming, or content creation is considered insufficient.

About Trilogy

Hundreds of software businesses run on the Trilogy Business Platform.

For three decades, Trilogy has been known for relentlessly seeking top talent, innovating new technology, and incubating new businesses.

Our technological innovation is driven by a passion for simple customer-facing designs.

We incubate new businesses ranging 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, proud of doing great work, and grow your career by leaps and bounds.

Working with Us

This is a full-time (40 hours per week) long-term position.

The role is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record.

Compensation is $30 USD / hour ($60,000 USD / year assuming 40 hours per week and 50 weeks per year).

The payment period is weekly.

Consult for more details on this topic.

Crossover Job Code : LJ BR-SãoPaulo-EngenheirodeSu

Seniority Level

Associate

Employment Type

Full-time

Job Function

Customer Service and Information Technology

Industries

Software Development

IT Services and IT Consulting

Telecommunications

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