Technical Support Engineer - Remote, Trilogy

Role Overview

This role demands exceptional problem-solving capabilities to tackle complex technical tickets that involve ambiguous situations, misconfigured systems, conflicting data, upset clients, and AI-generated inaccuracies. The ideal candidate excels at replicating failures, analyzing logs, interpreting API interactions, and differentiating among HTTP status codes—all while critically evaluating AI outputs rather than accepting them at face value.

Key Responsibilities

• Utilize AI-augmented tools thoughtfully alongside human judgment to resolve escalated, unclear customer issues.
• Maintain ownership of technical problems until resolved or cleanly escalated, ensuring clear and effective documentation for future reference and AI training.
• Work across multiple products and technology stacks without relying solely on standard scripts, templates, or handoffs.
• Communicate clearly and calmly with customers to de-escalate issues and provide solutions efficiently.
• Rapidly gain proficiency in several products during the first month without prolonged onboarding periods.

Requirements

• Minimum of two years in a technical role such as support engineering, software development, QA, or DevOps.
• Proficient in reading and constructing REST API calls and JSON structures, familiar with HTTP status codes like 401, 404, 429, and 403.
• Comfortable working with command-line interfaces and analyzing logs for diagnostics.
• Experience using generative AI tools (e.g., ChatGPT, Claude) in technical workflows.
• Professional-level 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).

Preferred Qualifications

• Experience supporting customers of enterprise or B2B SaaS software beyond internal IT teams.
• Hands-on API troubleshooting with tools like Postman or curl.
• Able to handle troubleshooting across diverse products or technology stacks.
• Developer-level understanding to interpret code or follow API calls when needed.

About Trilogy

Trilogy powers hundreds of software companies through its business platform. Known for continuously attracting top talent, fostering innovation, and launching new ventures, Trilogy combines simple, customer-oriented designs with modern cloud technologies. Employees at Trilogy can expect a collaborative environment that supports rapid career growth.

Additional Information

• This is a full-time remote position requiring a 40-hour workweek.
• Immediate availability is required.
• The contractor will enter an independent contractor agreement with Crossover as the Contractor of Record.
• Compensation is $30 per hour, equating to an annual salary of $60,000 based on 40 hours/week and 50 weeks/year.
• Payment is provided weekly.