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

Crossover; A distancia; MXN 1,094,000; Jornada completa

Descripción de la vacante

A leading software enterprise is seeking an Application Support Engineer who will tackle complex customer issues beyond AI capabilities. The role demands a minimum of 3 years in technical customer support and mastery of generative AI tools. This is a full-time, long-term role with a starting compensation of $30 USD/hour. Ideal candidates are self-starters who can adapt rapidly and solve challenges independently, thereby contributing to the company's quality and reliability standards.

Formación

• A minimum of 3 years of cumulative experience in technical customer support positions.
• Proficiency with multiple AI platforms, capability to automate processes and build custom GPTs.

Responsabilidades

• Examine escalated, complex tickets that exceed AI system capabilities.
• Combine advanced human technical knowledge with AI-driven tools to provide outstanding customer support.

Conocimientos

Expert-level generative AI skills

Technical customer support experience

Descripción del empleo

At most organizations, customer support suffers from widespread inefficiency and substandard execution. Support personnel often spend hours on mundane, repetitive work or face issues beyond their limited scope of knowledge. Research indicates that more than 60% of support tickets require escalation because initial responders lack the necessary skills or depth to address them effectively.

Trilogy operates differently. With responsibility for over 100 enterprise software products, we have reimagined the support function using cutting‑edge AI technology. Our AI‑powered chatbot resolves the majority of incoming issues, ensuring that human engineers encounter only the most intricate, demanding cases. Every ticket reaching you will be challenging, diverse, and demand inventive problem‑solving.

This position offers no room for gradual onboarding or continuous supervision. Candidates who require frequent guidance, find self‑directed learning difficult, or ask questions with readily available answers will not survive the first two weeks. Thriving here demands a self‑starter mentality, rapid adaptability, and the determination to resolve obstacles without assistance.

If you are prepared to confront the most demanding challenges in customer support, this opportunity will propel your professional development unlike any other. You will develop exceptional technical proficiency across an extensive product ecosystem while directly influencing Trilogy's standing for quality and reliability. If you are ready to test your capabilities, we encourage your application.

What You Will Be Doing

• AI-Enhanced Problem Resolution: Examine escalated, complex tickets that exceed AI system capabilities, leverage human insight where automation proves insufficient, and subsequently refine the AI system to close performance gaps

What You Won’t Be Doing

• Spending two full months learning the environment; you are expected to become proficient with several products during your first month (we acknowledge this expectation is demanding)
• Depending on management for direction; candidates who cannot effectively unblock themselves will find this role particularly challenging

Application Support Engineer Key Responsibilities

• Combine advanced human technical knowledge with AI-driven tools to provide outstanding customer support, concentrating on sophisticated problems that remain beyond full AI resolution

Basic Requirements

• A minimum of 3 years of cumulative experience in technical customer support positions
• Expert-level generative AI skills (i.e., proficiency with multiple AI platforms, capability to automate processes and build custom GPTs); candidates whose AI usage is limited to research, learning, brainstorming, or content creation will not meet this requirement

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.

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-MX-SanLuisP-ApplicationSup.010