Application Support Engineer, Trilogy; Remote

Customer support is buckling under mounting complexity even as expectations continue to rise. Today's customers demand AI-driven, real-time solutions, yet most companies remain stuck in pilot mode, unable to translate AI into tangible results. The challenge is about to intensify. Industry forecasts suggest that by 2029, agentic systems will autonomously handle the majority of routine issues, creating a widening chasm between what customers expect and what most support teams can deliver.

• AI-Enhanced Problem Resolution:
  Diagnose escalated, high-complexity tickets that AI systems cannot fully resolve, apply targeted human expertise to fill those gaps, and refine the underlying AI to close them permanently

• Spending two full months on onboarding; we expect you to become effective across multiple products in your first month (we recognize this pace is demanding)
• Leaning on your manager for constant guidance; success here requires a high degree of self-sufficiency and the ability to unblock yourself

• Combine deep technical expertise with AI tooling to provide outstanding customer support, concentrating on intricate problems that lie beyond the reach of current AI capabilities

• Must be based in North or South America
• At least 3 total years of experience in a technical customer support role
• Basic coding skills for the purpose of troubleshooting/bug fixes
• Troubleshooting
  
  Skills:
  
  Explaining complex issues in simple terms, demonstrating strong problem understanding, recommending relevant troubleshooting strategies, proposing multiple solution paths, and showing attention to detail

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.

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  for more details on this topic.

Crossover Job Code: LJ-3330-CA-Peel-Application Sup.
009