Application Support Engineer, Trilogy (Remote) - $60,000/year USD
The toughest tickets do not require another person following scripts. They require someone capable of stepping into unclear contexts, misconfigured systems, conflicting evidence, unhappy customers, and AI-produced false leads—then determining what the actual problem is. This position is designed for the support engineer who thrives on unsolved cases: replicating failures, analyzing logs, tracking API behavior, examining JSON payloads, distinguishing a 401 from a 404 from a 429, and leveraging AI effectively without placing blind trust in it.
Most support operations still depend on ticket queues, templated responses, handoff protocols, and documented workarounds. We are building something different. Routine inquiries are increasingly managed by AI and L1 processes, which means human expertise is reserved for the hardest problems. AI is not replacing you here. It is the instrument you guide, validate, challenge, and confirm.
This position is not about copying AI-generated answers, rushing to conclusions, waiting for direction, or escalating as soon as the issue becomes unfamiliar. It is not suitable for someone who specializes deeply in one product and struggles when the next ticket involves a different technology stack. It is about delivering the correct answer with the minimum number of customer interactions the problem permits: reproducing issues before proposing solutions, investigating across tickets, Slack threads, knowledge bases, logs, configurations, and tangible evidence before escalating, and composing customer communications clear enough to defuse tension. The technical foundation is assumed: REST APIs, JSON, HTTP status codes, command line, and logs. That qualifies you for consideration. Judgment in ambiguous situations is what makes you effective.
In this position, your responsibility is to own each issue until resolution or until it is escalated with clarity, including diagnostic logic valuable to the next agent and future AI workflows. You will thrive in this role if the ticket that defies easy explanation is the one you find most engaging. You will dislike it if you require a single product, a single playbook, and someone else to remove obstacles.
What You Will Be Doing- AI-Augmented Customer Resolutions: Complex, escalated tickets resolved through a combination of in-depth, hands‑on troubleshooting and AI that you guide, anchor in verified documentation, and validate.
What You Won’t Be Doing
- Spending two full months onboarding; you will be expected to gain proficiency across several products within the first month (we recognize this is demanding)
- Depending on your managers for assistance; if you are not skilled at removing your own blockers, you will likely find this role difficult
Application Support Engineer Key Responsibilities
- Combine technical human judgment and AI capabilities to provide outstanding customer support, with emphasis on complicated issues that AI cannot yet independently resolve
Basic Requirements
- 2+ years in a hands‑on technical role such as technical support, customer support engineering, software engineering, QA, or sysadmin/DevOps. The title does not need to be \"support.\"
- Comfortable making and reading REST API calls and JSON, interpreting HTTP status codes (such as 401 vs 404 and 429 vs 403), and working in a command line (CLI) and logs.
- Hands‑on experience using generative AI tools (such as ChatGPT or Claude) in your daily technical work.
- Professional fluency in English, written and spoken.
- Able to work full‑time from 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern)
Nice‑to‑have Requirements
- Experience supporting technical or business customers on enterprise software or B2B SaaS, not just internal IT.
- API troubleshooting with tools like Postman or curl.
- A track record of troubleshooting across several unrelated products or tech stacks, not just one.
- Developer‑grade depth: you can read code or trace an API call when the problem demands it.
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 in leaps and bounds.
Working with usThis 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:
#J-18808-Ljbffr
Sign in
To continue your applicationor continue with email
By continuing you agree to our Terms & Privacy Policy.
