Application Support Engineer - Trilogy Business Platform (Remote)

Role Overview

This role demands an engineer capable of handling complex support cases that go beyond scripted solutions. You will navigate ambiguous contexts, misconfigurations, conflicting data, distressed customers, and AI-generated inaccuracies to identify the root cause. Your task is to replicate issues, analyze logs, monitor API behavior, interpret JSON payloads, differentiate HTTP status codes, and employ AI tools critically and responsibly.

Unique Approach

Unlike traditional support teams relying on queues and macros, routine inquiries are handled by AI and entry-level processes here, reserving human expertise for the toughest challenges. AI serves as a powerful tool you manage, test, and verify, rather than a competitor or answer source.

This job is not suitable for those who depend heavily on single-product expertise or immediate escalation when encountering unfamiliar problems. Instead, it requires delivering precise solutions with minimal customer interaction by investigating across tickets, conversations, knowledge bases, logs, and tangible evidence. Clear, calm communication is essential.

Key Responsibilities

• Resolve escalated, unclear cases by combining technical expertise with AI tools anchored in verified documentation.
• Maintain ownership of issues until resolved or clearly escalated, providing insightful diagnostic reasoning for subsequent handlers and AI systems.
• Integrate robust troubleshooting methods with AI augmentation for superior customer resolutions.

Requirements

• At least 2 years in a hands-on technical role such as technical support, customer support engineering, software development, QA, system administration, or DevOps, regardless of job title.
• Proficiency in making and interpreting REST API calls, analyzing JSON data, understanding HTTP status codes (e.g., differentiating 401, 404, 429, 403), and working with command-line interfaces and logs.
• Practical experience using generative AI tools like ChatGPT or Claude during technical tasks.
• Fluent English communication skills, both written and spoken.
• Availability to work full-time from 1:00 PM to 10:00 PM UTC (corresponding to 8:00 AM to 5:00 PM US Eastern Time).

Preferred Qualifications

• Experience in supporting enterprise software or B2B SaaS customers beyond internal IT roles.
• Familiarity with API debugging utilities such as Postman or curl.
• Proven experience troubleshooting diverse and unrelated products or technology stacks.
• Developer-level skills allowing code reading and API tracing as troubleshooting demands.

About Trilogy

The Trilogy Business Platform supports hundreds of software companies. Known for identifying top talent, pioneering technological innovation, and incubating novel ventures, Trilogy delivers customer-centric, simple designs and modern cloud-based solutions. It offers an environment filled with talented peers and significant growth opportunities.

Working Conditions & Compensation

This is a full-time, long-term independent contractor position requiring a weekly commitment of 40 hours. The role pays $30 per hour, equating to approximately $60,000 annually, based on 50 working weeks per year. Payment is disbursed weekly. Immediate availability is expected, and the contractor will engage under an agreement with Crossover as the contractor of record.

Additional Notes

• The onboarding period is designed to be efficient; proficiency with assigned products is expected within the first month.
• Candidates must be proactive and skilled in removing obstacles independently since managerial support is limited.