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

Crossover; San Luis Potosí; A distancia; MXN 1,091,000; Jornada completa

Descripción de la vacante

A leading technology firm in San Luis Potosí, Mexico is seeking a Technical Support Engineer who can efficiently tackle complex escalated issues using advanced AI applications. Candidates should possess a minimum of 3 years of experience in technical customer support and be ready for independent problem-solving. The role is full-time requiring 40 hours per week with a compensation of $30 USD/hour. This is a unique opportunity for professional growth in a challenging environment.

Formación

• Minimum of 3 years experience in technical customer support roles.
• Experienced with advanced generative AI applications and workflow automation.
• Ability to resolve complex escalated cases independently.

Responsabilidades

• Examine complex escalated cases and apply specialized human judgment.
• Refine AI performance based on identified gaps.
• Provide superior customer support for sophisticated challenges.

Conocimientos

Advanced generative AI applications

Technical customer support

Problem-solving

Descripción del empleo

Traditional customer support in most organizations suffers from widespread inefficiency and subpar outcomes. Support personnel often spend considerable time on redundant activities or face issues that exceed their limited domain knowledge. Industry data indicates that more than 60% of support requests require escalation due to insufficient capability at the initial contact level.

Trilogy operates differently. With a portfolio exceeding 100 enterprise software solutions, we have transformed the support model through cutting-edge AI technology. Our AI-driven chatbot resolves the majority of incoming issues, which means human engineers engage exclusively with the most challenging and intricate problems. Every case you work on will be demanding, diverse, and call for inventive resolution strategies.

This position does not accommodate gradual onboarding or continuous mentorship. Candidates require frequent direction, find independent learning difficult, or habitually pose easily answerable questions will not succeed beyond the initial weeks. The role demands initiative, rapid adaptability, and a capacity for autonomous problem-solving.

For those prepared to confront the most demanding scenarios in customer support, this opportunity offers unmatched professional development. You will develop comprehensive technical knowledge spanning an extensive product ecosystem while directly influencing Trilogy's standard of excellence. If challenging your capabilities appeals to you, we encourage your application.

What You Will Be Doing

• AI-Enhanced Issue Resolution: Examine complex escalated cases from AI platforms, apply specialized human judgment where automated systems are limited, and subsequently refine AI performance to close identified gaps

What You Won’t Be Doing

• Spending two full months on onboarding; proficiency across multiple products is expected within your first month (we recognize this timeline is demanding)
• Depending on managers for ongoing assistance; candidates unable to resolve blockers independently will find this role difficult

Technical Support Engineer Key Responsibilities

• Combine advanced technical human judgment with AI system capabilities to provide superior customer support, concentrating on sophisticated challenges beyond current AI resolution capacity

Basic Requirements

• A minimum of 3 years cumulative experience in technical customer support positions
• Demonstrated expertise with advanced generative AI applications (including use of various AI platforms, workflow automation capabilities, and custom GPT development); experience limited to LLM usage for research, study, ideation, or writing 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.

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!