Technical Support Engineer - Remote (Trilogy)

Role Overview

This role demands an engineer who thrives in complex scenarios involving unclear faults, misconfigurations, conflicting evidence, and customer frustrations. You'll analyze logs, replicate failures, and distinguish nuanced issues involving HTTP status codes and API behaviors, utilizing AI thoughtfully without blindly relying on it.

Responsibilities

• Resolve intricate support tickets by integrating deep technical troubleshooting with AI-assisted insights that you validate thoroughly.
• Maintain full ownership of issues until resolved or properly escalated, documenting diagnostic reasoning beneficial for future agents and AI systems.
• Work effectively across multiple product technology stacks without dependence on prescriptive scripts or frequent managerial intervention.

Candidate Expectations

• Become proficient with several products within the first month, avoiding extended training periods.
• Exercise sound judgment to independently navigate blockers and provide clear, calming communication to customers.

Requirements

• Minimum of two years in a hands-on technical role such as support engineering, QA, software engineering, or operations.
• Strong familiarity with REST APIs, JSON structures, HTTP status codes differentiation (e.g., 401 vs 404, 429 vs 403), command line and log usage.
• Experience leveraging generative AI tools (like ChatGPT or Claude) within daily technical workflows.
• Fluency in English, both spoken and written.
• Availability to work full-time during 1 PM to 10 PM UTC (8 AM to 5 PM US Eastern).

Preferred Qualifications

• Experience supporting enterprise software or B2B SaaS customers.
• Competence with API diagnostic tools such as Postman or curl.
• Proven troubleshooting skills across diverse product environments and technology stacks.
• Developer-level understanding for interpreting code or API calls as needed.

About Trilogy

Trilogy powers hundreds of software businesses through its innovative Business Platform. Known for talent excellence, inventive technology, and business incubation over three decades, Trilogy emphasizes user-friendly designs and modernization of cloud infrastructure to foster career growth and impactful contributions.

Compensation and Employment Details

This is a full-time role engaging 40 hours per week with an independent contractor agreement through Crossover as Contractor of Record. The pay rate is $30 per hour, translating to approximately $60,000 annually based on 40 hours weekly for 50 weeks. Payment is issued weekly.