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

Crossover; A distancia; MXN 1,079,000; Jornada completa

Descripción de la vacante

A leading tech firm in San Luis Potosí is seeking a Senior Technical Support Engineer to enhance customer problem resolution using AI technology. This role requires advanced technical judgment and the ability to work independently to solve complex issues that AI cannot address. With a focus on intricate cases, the candidate must have over 3 years of experience in technical support and expert-level experience with generative AI platforms. The position offers a competitive compensation of $30 USD per hour in a full-time contract role.

Formación

• Must be located in North or South America.
• Minimum of 3 years experience in technical customer support.
• Expert-level experience with generative AI and automation.

Responsabilidades

• Investigate complex tickets beyond AI capabilities.
• Apply human judgment to enhance AI frameworks.

Conocimientos

Advanced technical judgment

AI problem resolution

Independent obstacle removal

Lateral thinking

Herramientas

Generative AI platforms

Descripción del empleo

Customer expectations in technical support are rising faster than organizational capability. Today's users demand AI-driven, immediate resolutions, yet most companies remain stuck in pilot phases, unable to convert AI experimentation into tangible results. The challenge is about to intensify. Industry forecasts suggest that by 2029, autonomous agentic systems will handle the majority of routine support issues, creating a widening chasm between what customers expect and what most teams can deliver.

Our approach bridges this divide through a hybrid model: AI-enhanced "cyborg" agents who combine sophisticated diagnostic expertise, product knowledge, and agentic AI capabilities. In this position, you will train, refine, and mentor the technology. Each resolution you implement strengthens our automation framework, each root cause investigation becomes a repeatable procedure, and each unusual scenario you decode enhances the platform for thousands of future users. This is the intersection where expert-level troubleshooting, human judgment, and AI coordination converge to accelerate resolutions now while building compounding intelligence for the future.

This position demands hands‑on problem resolution at production scale. You will investigate ambiguous failures spanning networks, databases, cloud infrastructure, and enterprise applications; harness AI to formulate hypotheses, execute tests, and expedite outcomes; capture the human logic that educates our systems; and proactively identify patterns that transform isolated fixes into sustainable automations. This is not about following scripts, sorting tickets, or escalating to senior engineers. If you excel at lateral thinking when documentation is sparse, if you can transition seamlessly from packet analysis to query optimization to workflow diagnostics, and if you're prepared to challenge an LLM when its output is incorrect, this role will suit you well.

What You Will Be Doing

• AI-Enhanced Customer Problem Resolution: Investigate sophisticated tickets escalated beyond AI system capabilities, deploy human judgment where AI reaches its limits, and subsequently enhance the AI framework to narrow that gap.

What You Won’t Be Doing

• Spending a full two months onboarding; you will be required to achieve proficiency across multiple products within the first month (we recognize this expectation is demanding).
• Depending on management for assistance; if you cannot independently remove obstacles, this role will prove challenging.

Senior Technical Support Engineer Key Responsibilities

• Combine advanced technical human judgment with AI technology to provide outstanding customer support, concentrating on intricate problems that AI systems cannot yet independently address.

Basic Requirements

• Must be located in North or South America.
• Minimum of 3 years total experience in technical customer support positions.
• Expert-level generative AI capability (specifically, experience with multiple AI platforms, demonstrated ability to automate processes and build custom GPTs); candidates whose LLM usage is limited to research, education, ideation, 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.

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.