ਕੰਮ ਦਾ ਵੇਰਵਾ

Role Overview

This role is designed for support engineers who excel at tackling ambiguous and complex technical issues. Instead of relying on scripted responses or predefined playbooks, you will employ careful analysis, including replicating errors, scrutinizing logs, tracing API calls, and evaluating JSON payloads and HTTP status codes, while skillfully leveraging AI tools as an aid without depending on them blindly.

Unlike traditional support organizations focusing on routine ticket queues and standard templates, this position allocates human problem-solving to challenging cases that AI and frontline processes cannot fully manage. It requires deep technical knowledge across multiple products and the ability to synthesize evidence from various sources before escalating or resolving issues.

Key Responsibilities

Use AI-augmented tools alongside sharp human judgment to resolve complex customer tickets.
Maintain full ownership of issues until resolution or proper escalation, ensuring diagnostic information is thorough and useful for subsequent handlers and AI workflows.
Become proficient with several products quickly, generally within the first month of employment.
Craft clear and effective communications that help resolve customer concerns and reduce tension.

Requirements

Minimum of two years' experience in a technical, hands-on role such as technical support, software engineering, QA, or DevOps (job title may vary).
Proficiency in working with REST API calls and JSON, interpreting HTTP status codes (e.g., distinguishing between 401, 404, 429, and 403 responses), and navigating command line interfaces and log files.
Practical experience using generative AI tools like ChatGPT or Claude in technical workflows.
Professional-level written and spoken English communication skills.
Availability to work full-time during 1:00 PM to 10:00 PM UTC, aligning to 8:00 AM to 5:00 PM US Eastern time.

Preferred Qualifications

Experience providing technical or business customer support for enterprise software or B2B SaaS platforms.
Familiarity with API troubleshooting mechanisms such as Postman or curl.
Demonstrated ability to troubleshoot across different product lines or technology stacks.
Developer-level expertise including code reading and in-depth API tracing when necessary.

About Trilogy

Trilogy is a well-established platform powering hundreds of software companies, known for its relentless pursuit of top-tier talent, ongoing technology innovation, and business incubation efforts. It prioritizes simple, user-centered designs and modern cloud-based architectures. Employees benefit from a stimulating environment that fosters career growth and pride in delivering high-quality work.

Additional Details

This is a full-time, long-term remote position with immediate availability. It requires entering into an independent contractor agreement with Crossover as the Contractor of Record. Compensation is $30 per hour, equating to an annual salary of approximately $60,000 based on 40 hours per week and 50 working weeks yearly. Payments are made weekly.

Crossover Job Code: LJ-3330-AE-Dubai-ApplicationSup.004

Application Support Engineer - Trilogy (Remote)