Today's customers anticipate AI-driven, immediate solutions, yet most companies remain stuck in pilot phases and find it difficult to achieve tangible AI results.
The challenge is about to intensify.Industry projections indicate that by 2029, agentic systems will autonomously handle the majority of routine issues, creating a significant divide between what customers expect and what organizations currently deliver.
We are bridging this divide through a distinct approach: AI-enhanced "cyborg" agents who combine sophisticated troubleshooting skills with product knowledge and agentic AI capabilities.
Each correction strengthens our automation infrastructure, each root cause investigation becomes a repeatable solution, and each unusual scenario you decode enhances the system for thousands of future customers.
This represents the convergence of advanced diagnostics, human judgment, and AI coordination to achieve quicker resolutions now while building cumulative intelligence for the future.
This position involves direct problem solving at production scale.You will investigate unclear failures spanning networks, databases, cloud infrastructures, and enterprise applications; use AI to form hypotheses, conduct tests, and accelerate progress; record the human logic that instructs our systems; and identify patterns proactively that transform isolated fixes into lasting automations.
It is not about following scripts, sorting tickets, or "escalating to Level 3." If you excel at lateral thinking when documentation is sparse, if you can transition seamlessly from packet capture to query optimization to workflow tracing, and if you're prepared to challenge an LLM when it errs, you will succeed here.
What You Will Be DoingAI-Enhanced Customer Solutions:
Examine complex cases escalated by AI platforms, deploy human judgment where AI capabilities are limited, and subsequently enhance the AI system to close identified gaps
What You Won't Be Doing
Spending two full months onboarding; you will need to become proficient with several products during your first month (we recognize this timeline is demanding)
Depending on management for assistance; if you lack the ability to remove your own obstacles, this role will present significant challenges
Technical Support Engineer Key Responsibilities
Combine technical human judgment and AI functionality to provide outstanding customer support, concentrating on sophisticated issues that AI cannot yet completely address
Basic Requirements
Must be located in North or South America
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 you've 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.
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 youWorking 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 for more details on this topic.Crossover Job Code:
LJ-3330-EC-Quito-TechnicalSuppo.067
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