Technical Support Engineer, Trilogy; Remote
UAE/Dubai
Listed on 2026-07-11
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IT/Tech
Technical Support, IT Support, HelpDesk/Support
Complex tickets require more than rote script execution. They demand someone capable of navigating unclear contexts, misconfigured systems, conflicting evidence, escalated customers, and misleading AI outputs—then determining the actual root cause.
Traditional support structures still depend on ticket queues, templated responses, handoff protocols, and documented workaround libraries. We are building something fundamentally different. Straightforward support is increasingly automated through AI and tier‑1 processes, leaving human expertise for the hardest technical problems. AI is not a threat to your role here; it is an instrument you command, anchor, interrogate, and validate.
This position does not involve copying AI‑generated responses, making hasty assumptions, awaiting direction, or escalating immediately when a ticket becomes unfamiliar. It is not suited for someone who masters a single product and stalls when the next issue involves a different technology stack. It requires delivering the correct answer with the minimum number of customer interactions the problem permits: reproducing before proposing solutions, investigating across tickets, Slack channels, knowledge bases, logs, configurations, and tangible artifacts before escalating, and composing customer communications precise enough to defuse tension.
The technical foundation is expected: REST APIs, JSON, HTTP status codes, command‑line environments, and log interpretation. Judgment amid ambiguity is what makes you effective.
In this position, you own each issue until resolution or clean escalation, providing diagnostic logic valuable for the subsequent agent and the next AI workflow. You will thrive if the ticket that resists explanation is the one you pursue most eagerly. You will struggle if you require a single product, a single playbook, and external assistance to unblock you. If that environment energizes you, we encourage you to apply.
WhatYou Will Be Doing
- Resolve ambiguous, escalated tickets by pairing thorough, hands‑on technical investigation with AI that you direct, anchor to verified documentation, and validate rigorously.
- Spending two full months onboarding; you will be required to ramp up on multiple products within the first month.
- Depending on managers for unblocking; if you cannot self‑direct and unblock independently, this role will be difficult.
Key Responsibilities
- Combine advanced technical human judgment with AI capabilities to provide outstanding customer support, concentrating on intricate issues that AI cannot yet resolve independently.
- 2+ years in a hands‑on technical capacity such as technical support, customer support engineering, software engineering, QA, or sysadmin/Dev Ops.
- Proficient in making and interpreting REST API calls and JSON, understanding HTTP status codes (401 vs 404, 429 vs 403), and operating in command‑line interfaces (CLI) and logs.
- Practical experience applying generative AI tools (such as ChatGPT or Claude) in your everyday technical workflows.
- Professional‑level fluency in written and spoken English.
- Available to work full‑time from 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern).
- Background supporting technical or business customers on enterprise software or B2B SaaS, beyond internal IT support.
- API debugging experience with tools like Postman or curl.
- Demonstrated history troubleshooting across multiple unrelated products or technology stacks, not limited to one.
- Developer‑level proficiency: capable of reading code or tracing an API call when the situation requires it.
This is a full‑time (40 hours per week), long‑term position. The compensation level for this role is $30 USD per hour, which equates to $60,000 USD per year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. The position is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record.
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