Job Details

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

Join to apply for the Senior Customer Support Engineer, Trilogy (Remote) - $60,000/year USD role at Trilogy.

Overview

This is a full-time (40 hours per week), long-term position. The position 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. Learn more at www.crossover.com/help-and-faqs.

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.
• Integrate technical human expertise and AI capabilities to deliver exceptional customer support, focusing on complex issues that AI cannot yet fully resolve.

What You Wont 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 (this is aggressive).
• Relying on your managers for help; if you are not adept at unblocking yourself, you may struggle in this role.

Senior Customer Support Engineer Key Qualifications

• 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 youve only used LLMs for research, learning, brainstorming, or content generation, that will be deemed insufficient.

About Trilogy

Hundreds of software businesses run on the Trilogy Business Platform. Trilogy is known for: Relentlessly seeking top talent, Innovation of new technology, and incubating new businesses. Trilogy emphasizes simple customer-facing designs and growth opportunities for employees.

Working with Us

This is a full-time (40 hours per week), long-term position. The compensation is $30 USD/hour ($60,000 USD/year) based on 40 hours/week and 50 weeks/year. Payment is weekly.
For more details, consult the Crossover help center.

Administrative Details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Engineering, Information Technology, and Customer Service
• Industries: Computer Hardware Manufacturing, Software Development, IT Services and IT Consulting

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