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

Trilogy; Aguascalientes; A distancia; MXN 1,100,000; Jornada completa

Descripción de la vacante

A leading software company is seeking a Technical Support Engineer to elevate customer support through the integration of human expertise and AI. The role requires at least 3 years of experience in technical customer support and advanced proficiency with generative AI tools. Competitive compensation is offered at $30 USD/hour, along with a full-time contract.

Formación

• At least 3 total years of experience in a technical customer support role.
• Experience with multiple AI tools and customization of GPTs.
• Current residence in North or South America.

Responsabilidades

• Lead the integration of human expertise and AI to elevate customer support.
• Analyze complex tickets escalated by AI systems.
• Improve the AI system.

Conocimientos

Advanced generative AI proficiency

Technical customer support experience

Ability to automate workflows

Descripción del empleo

Overview

Are you ready to break free from the monotony of traditional tech support and dive into a world where your expertise truly challenges AI?

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 on 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

Lead the integration of human expertise and AI to elevate customer support, focusing on complex issues beyond AI\'s current capabilities.

Basic Requirements

• At least 3 total years of experience in a technical customer support 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.
• Currently based 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 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.019