Senior Customer Support Engineer, Trilogy (Remote) – $60,000/Year Usd

Most customer support engineers are trapped in a cycle of mundane ticket resolution and endless escalations. You’re not most engineers.

At Trilogy, we’ve revolutionized customer support across 100+ enterprise software products using advanced AI. While others handle routine inquiries, you’ll tackle only the most complex challenges that push the boundaries of both human expertise and artificial intelligence. Every ticket demands creative problem-solving, deep technical knowledge, and the ability to enhance AI systems in real-time.

This isn’t a role for those seeking comfort zones or gradual learning curves. We expect rapid mastery across multiple products, independent problem-solving, and the intellectual agility to work alongside cutting-edge AI. If you thrive on complexity and want to redefine what customer support excellence looks like, this is your opportunity to join the top 1% of technical support professionals.

What You Will Be Doing

• Resolve the most technically challenging customer issues that have been escalated beyond AI capabilities, applying advanced problem-solving skills across Trilogy’s diverse product portfolio
• Collaborate with AI systems to identify gaps in automated resolution capabilities and implement improvements that enhance overall support efficiency
• Deliver exceptional customer experiences by combining human expertise with AI-powered insights to solve complex technical problems
• Master multiple enterprise software products rapidly, becoming a subject matter expert who can navigate complex integrations and configurations

What You Won’t Be Doing

• Spending months in training programs or waiting for detailed onboarding – you’ll be expected to achieve proficiency across multiple products within your first month
• Handling routine, repetitive support tickets that can be resolved through standard procedures or basic troubleshooting
• Relying on constant management guidance or detailed documentation – success requires exceptional self-direction and resourcefulness
• Working in silos or focusing on just one product area – this role demands versatility across Trilogy’s entire enterprise software ecosystem

Senior Customer Support Engineer Key Responsibilities

Drive exceptional customer outcomes by integrating advanced technical expertise with AI capabilities to resolve the most complex support challenges across Trilogy’s enterprise software portfolio.

Basic Requirements

• Minimum 3 years of hands-on experience in technical customer support roles, with demonstrated ability to resolve complex software issues
• Advanced proficiency with generative AI tools including workflow automation, custom GPT development, and AI-augmented problem-solving (basic research or content generation experience is insufficient)
• Current residence in North or South America with ability to work effectively in a fast-paced, results-driven environment
• Proven track record of rapid learning and self-directed problem-solving in technical environments

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-Dallas-SeniorCustomer.001