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

Trilogy; Aguascalientes; A distancia; MXN 1,116,000; Jornada completa

Descripción de la vacante

A software business platform is seeking a Technical Support Engineer in Aguascalientes, Mexico. This full-time role involves analyzing escalated tickets and integrating AI capabilities to deliver top-notch customer support. The ideal candidate has at least 4 years of experience in technical support and advanced generative AI proficiency. This position offers a competitive rate of $30/hour, expected to be around $60,000/year.

Formación

• At least 4 years of experience in a technical customer support or engineering role.
• Advanced proficiency in generative AI and workflow automation.
• Strong problem-solving skills without relying on management.

Responsabilidades

• Integrate technical expertise and AI to support complex customer issues.
• Analyze and improve AI systems based on escalated tickets.

Conocimientos

Technical customer support

Generative AI proficiency

Automation of workflows

Descripción del empleo

In most companies, traditional customer support is often plagued by inefficiency and mediocrity. Support engineers frequently waste time on repetitive tasks or struggle with problems outside their narrow expertise. Data shows that over 60% of tickets get escalated because the first line of defense lacks the skills or knowledge to resolve them.

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
  
  

What You Won’t Be Doing

• Taking two whole months to get up to speed; you will be expected to ramp up one several products within the first month (we are aware this is aggressive)
• Relying on your managers for help; if you are not adept at unblocking yourself, you will likely struggle in this role
  
  

Technical Support Engineer Key Responsibilities

• Integrate technical human expertise and AI capabilities to deliver exceptional customer support, focusing on complex issues that AI cannot yet fully resolve
  
  

Basic Requirements

• At least 4 total years of experience in a technical customer support or engineering role
• Advanced generative AI proficiency (i.e., use of multiple AI tools, ability to automate workflows and custom GPTs); if you've only used LLMs for research, learning, brainstorming, or content generation, that will be deemed insufficient
  
  

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.

Crossover Job Code: LJ-3330-MX-Aguascal-TechnicalSuppo.018