AI-Driven Technical Support Engineer

Crossover; Canada; On-site; CAD 83,000 - 97,000; Full time

Job summary

Trilogy is seeking a Technical Support Engineer to deliver AI-augmented resolutions for complex customer issues. You will own the diagnostic process, reproduce issues, and craft precise customer communications, often leveraging AI under human guidance.

The role is a full-time contractor position via Crossover, with a compensation of $30 USD/hour (about $60,000 USD/year at 40h/week, paid weekly). Immediate start and ongoing engagement are expected.

Qualifications

• 2+ years in a practical technical position such as technical support, customer support engineering, software engineering, QA, or sysadmin/DevOps.
• Proficient in constructing and interpreting REST API calls and JSON, understanding HTTP status codes (e.g., 401 vs 404, 429 vs 403), and operating in a CLI and logs.
• Experience applying generative AI tools (e.g., ChatGPT or Claude) in daily technical work.
• Professional fluency in English, both written and spoken.
• Available to work full-time from 1:00 PM - 10:00 PM UTC (8:00 AM - 5:00 PM US Eastern).

Responsibilities

• Combine technical judgment with AI tools to resolve complex customer issues.
• Take ownership of issues until resolution or escalation with clear diagnostic reasoning.

Skills

REST APIs & JSON API calls

CLI & Logs

AI tooling in work

English fluency

Full-time UTC hours

Tools

Postman

curl

Job description

Trilogy is seeking a Technical Support Engineer to deliver AI-augmented resolutions for complex customer issues. You will own the diagnostic process, reproduce issues, and craft precise customer communications, often leveraging AI under human guidance.

The role is a full-time contractor position via Crossover, with a compensation of $30 USD/hour (about $60,000 USD/year at 40h/week, paid weekly). Immediate start and ongoing engagement are expected.