Escalation Engineer, Trilogy (Remote) – $60,000/Year Usd

Elite problem-solvers wanted: Where AI ends, your expertise begins. While most support engineers waste time on routine tickets, you’ll tackle only the most challenging technical puzzles that even our advanced AI can’t solve. Across 100+ enterprise software products, every issue you face demands creative thinking and deep technical acumen.

At Trilogy, we’ve revolutionized customer support. Our AI systems handle the ordinary, leaving you to master the extraordinary. This isn’t traditional support—it’s high-stakes technical detective work that directly impacts our reputation for excellence.

This role demands immediate impact. If you need extensive training or constant guidance, look elsewhere. We seek engineers who thrive under pressure, learn rapidly, and solve complex problems independently. For the right candidate, this position offers unparalleled growth and technical exposure across a diverse enterprise software portfolio.

What You Will Be Doing

• Solve complex technical issues that our advanced AI systems have escalated, requiring human expertise and creative problem-solving
• Analyze patterns in escalated tickets to identify opportunities for improving our AI capabilities
• Apply deep technical knowledge across multiple enterprise software products simultaneously
• Develop innovative solutions for our most challenging customer issues, often with limited precedent

What You Won’t Be Doing

• Handling routine support tickets that our AI systems can resolve
• Taking two months to ramp up; you’ll be expected to master multiple products within your first month
• Relying on managers for constant guidance; self-sufficiency is essential in this role
• Working within a narrow technical domain; this role requires versatility across diverse software products

Escalation Engineer Key Responsibilities

Seamlessly bridge the gap between advanced AI capabilities and complex human expertise to deliver exceptional customer solutions for issues that represent the highest tier of technical complexity.

Basic Requirements

• Minimum 3 years of experience in technical customer support roles
• Advanced generative AI proficiency beyond basic use cases (demonstrated ability to create automated workflows, develop custom GPTs, and integrate AI tools into support processes)
• Current residence in North or South America
• Exceptional self-learning capabilities and problem-solving skills
• Ability to quickly master new technical concepts across diverse software products

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-US-RoundRoc-EscalationEngi.001