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

Trilogy; Aguascalientes; A distancia; MXN 1,110,000; Jornada completa

Descripción de la vacante

A leading enterprise software firm in Aguascalientes is seeking a Technical Support Engineer to tackle complex customer issues using advanced AI systems. Candidates should have at least 3 years of experience in technical support and expert-level proficiency with generative AI tools. This full-time role offers $30 USD/hour, requiring independent problem-solving skills in a fast-paced environment.

Formación

• Minimum 3 years of hands-on experience in technical customer support.
• Proficiency with generative AI tools like workflow automation and custom GPT.
• Must be located in North or South America.

Responsabilidades

• Blend advanced AI tools with deep technical knowledge for customer support.
• Partner with AI systems to solve complex issues.

Conocimientos

Hands-on experience in technical customer support environments

Expert-level proficiency with generative AI tools

Independent problem-solving and self-direction

Descripción del empleo

Customer support at most companies? It's broken. Picture this: support agents drowning in mundane tickets, escalating 60% of cases because they lack the depth to handle real challenges. It's a cycle of mediocrity that frustrates everyone involved.

Here at Trilogy, we've flipped the script entirely. With AI handling the routine stuff across our 100+ enterprise software products, our Technical Support Engineers dive straight into the deep end – tackling only the most intricate, brain-bending problems that even our sophisticated AI can't crack.

This isn't a role for the faint-hearted or those seeking a gentle learning curve. We're looking for self-starters who thrive under pressure, learn at lightning speed, and don't need their hand held through every challenge. If you're the type who needs weeks of training wheels or constantly seeks approval before making decisions, this fast-paced environment will overwhelm you.

But if you're hungry for a role that will supercharge your technical prowess and push your problem-solving skills to new heights, you've found your match. Ready to redefine what customer support excellence looks like?

What You Will Be Doing

• Partner with cutting-edge AI systems to tackle the most challenging customer issues that require human insight and technical finesse
• Bridge the gap between artificial intelligence and human expertise, continuously enhancing AI capabilities based on your problem-solving experiences

What You Won’t Be Doing

• Enjoying a leisurely onboarding process – you'll need to master multiple complex products within your first 30 days (yes, we know it's intense)
• Depending on constant managerial support – independent problem-solving and self-direction are non-negotiable survival skills here

Technical Support Engineer Key Responsibilities

• Seamlessly blend advanced AI tools with deep technical knowledge to deliver world-class customer support experiences, specializing in the complex challenges that push the boundaries of current AI capabilities

Basic Requirements

• Minimum 3 years of hands‑on experience in technical customer support environments
• Expert‑level proficiency with generative AI tools – we're talking workflow automation, custom GPT development, and advanced AI integration (basic ChatGPT usage won't cut it)
• Must be located in North or South America for optimal collaboration

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.021