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

Trilogy; Victoria; Remote; CAD 83,000; Full time

Job summary

A leading software company seeks an Application Support Engineer in Victoria, BC, to tackle complex customer support challenges by integrating human expertise with AI systems. The role requires at least 3 years of technical customer support experience and advanced proficiency in generative AI. This full-time position offers a salary of $60,000 USD per year, emphasizing extensive learning and collaboration with AI teams.

Qualifications

• At least 3 years in a technical customer support role.
• Advanced generative AI proficiency, including automation and custom GPTs.

Responsibilities

• Analyze complex tickets escalated by AI systems.
• Collaborate with AI development teams to enhance support capabilities.
• Drive integration of human expertise with AI for complex issue resolution.

Skills

Technical customer support experience

Advanced generative AI proficiency

Problem-solving skills

Job description

Overview

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

Base pay range

30.00 / hr - $30.00 / hr

Join Trilogy, where support engineering meets cutting-edge AI innovation. Ditch the mundane and tackle only the toughest challenges in customer support.

What You Will Be Doing

• AI-Augmented Customer Resolutions: Analyze complex tickets escalated by AI systems, apply human expertise to areas where AI falls short, and then close the gap by improving the AI system.
• Engage in continuous learning across our 100+ product portfolio, ensuring you have the knowledge to tackle diverse technical challenges.
• Collaborate with AI development teams to enhance the capabilities of our support chatbots.
• Provide feedback and insights that contribute to the evolution of our AI systems and customer support strategies.

What You Won’t Be Doing

• Performing monotonous, repetitive support tasks—our AI handles the routine so you can focus on the complex.
• Waiting for prolonged onboarding—expect to dive into our systems and products quickly.
• Relying heavily on management for problem-solving—this role demands independence and self-sufficiency.

Application Support Engineer Key Responsibilities

Drive the integration of human expertise with AI to elevate customer support, resolving complex issues beyond AI's current capabilities.

Basic Requirements

• At least 3 years in a technical customer support role.
• Advanced generative AI proficiency, including automation and custom GPTs; basic LLM usage is insufficient.
• 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 three 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.

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.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Engineering and Information Technology

Industries

• Software Development
• IT Services and IT Consulting
• Telecommunications

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