Application Support Engineer - Trilogy Business Platform (Remote)

Role Overview

This role demands a support engineer adept at tackling intricate and ambiguous technical issues rather than following scripted procedures. You'll engage in reproducing errors, dissecting logs, analyzing API calls, and distinguishing varied HTTP status codes, using AI as a tool—yet never relying on it blindly. The focus is on resolving the toughest tickets which require sound judgment, investigative skills, and clear communication with customers.

Key Responsibilities

• Leverage AI-driven assistance combined with advanced troubleshooting expertise to deliver resolutions for complex customer issues that routine or AI-driven processes cannot handle.
• Maintain complete ownership of support tickets until issues are fully resolved or escalated, ensuring detailed diagnostics are provided for subsequent agents and AI workflows.
• Navigate and synthesize information across multiple platforms such as tickets, Slack channels, knowledge bases, logs, and configurations before escalation.
• Produce clear, concise customer communications to ease tension and deliver solutions efficiently.

Requirements

• Minimum of 2 years in a practical technical role such as technical support, software engineering, QA, sysadmin, or DevOps.
• Proficiency in working with REST APIs, JSON data, interpreting HTTP status codes (e.g., 401 vs 404, 429 vs 403), command line interface, and log analysis.
• Hands-on experience using generative AI tools like ChatGPT or Claude in daily technical tasks.
• Fluent English communication skills, both written and spoken.
• Availability to work full-time from 1:00 PM to 10:00 PM UTC (8:00 AM to 5:00 PM US Eastern Time).
• Preferred: experience supporting B2B SaaS or enterprise software customers, skill in API troubleshooting using Postman or curl, versatility across multiple technology stacks, and ability to read code or trace API calls as needed.

About Trilogy

Trilogy Business Platform powers numerous software companies and has a long-standing reputation for acquiring top talent, pioneering innovative technology, and nurturing new business ventures across three decades. The culture values simplicity in user design and encourages career growth through challenging projects.

Additional Details

• This is a full-time, remote role requiring a Contractor of Record agreement with Crossover.
• The position offers $30 per hour, equivalent to $60,000 per year, based on 40 hours per week and 50 working weeks annually.
• Compensation is paid weekly.
• The role demands quick proficiency with multiple products within the first month, self-sufficiency in solving blockers, and an appetite for challenging tickets beyond familiar product scopes.