Today's customers anticipate AI-driven, immediate solutions, yet most companies remain stuck in pilot phases and cannot translate AI into tangible results.
The challenge is about to intensify.Industry forecasts predict that by 2029, agentic systems will autonomously handle the majority of routine issues, creating a widening chasm between what customers expect and what organizations currently deliver.
We are bridging that divide through a distinct approach: AI-augmented "cyborg" agents who combine advanced troubleshooting expertise with product knowledge and agentic AI capabilities.
Each correction strengthens our automation layer, every root cause investigation converts into a repeatable framework, and every outlier you decode enhances the system for thousands of future customers.
This is the convergence point of sophisticated troubleshooting, human judgment, and AI coordination—delivering rapid resolutions now while building compounding intelligence for the future.
This position centers on hands-on problem resolution at production scale.You will diagnose ambiguous failures spanning networks, databases, cloud infrastructure, and enterprise applications; harness AI to hypothesize, validate, and expedite; capture the human logic that trains our systems; and proactively identify patterns that transform isolated fixes into resilient automations.
This is not script execution, ticket sorting, or "escalate to Level 3." If you excel at lateral thinking when documentation is sparse, if you can transition seamlessly from packet capture to query plan to workflow trace, and if you are confident correcting an LLM when it errs, you will thrive here.
What You Will Be DoingAI-Enhanced Customer Resolution:
Investigate complex escalations surfaced by AI systems, apply human insight where AI capabilities fall short, then refine the AI system to close those gaps
What You Won't Be Doing
Spending two full months onboarding; you are expected to achieve proficiency across multiple products within the first month (we recognize this timeline is demanding)
Depending on managers for unblocking; if self-sufficiency is not your strength, this role will present significant challenges
Technical Support Engineer Key Responsibilities
Merge technical human judgment with AI systems to provide outstanding customer support, concentrating on sophisticated issues that AI cannot yet independently resolve
Basic Requirements
Must be located in North or South America
Minimum 3 years of total experience in a technical customer support capacity
Fundamental coding proficiency for troubleshooting and bug resolution purposes
Troubleshooting Capabilities:
Translating complex issues into accessible language, demonstrating robust problem comprehension, recommending appropriate troubleshooting methods, suggesting multiple resolution pathways, and exhibiting meticulous attention to detail
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.072
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