Senior Technical Support Analyst, Trilogy (Remote) - $60,000/year USD

Forget the mundane world of traditional tech support. At Trilogy, we've revolutionized the customer experience through cutting-edge AI integration, leaving only the most intellectually stimulating challenges for our elite support analysts.

While most companies watch their support teams drown in routine tickets (with industry data showing 60%+ escalation rates due to first-line inadequacies), we've engineered a different reality. Managing an impressive portfolio of 100+ enterprise software products, our AI systems handle the ordinary so you can tackle the extraordinary.

This role demands immediate impact and self-sufficiency. If you require extensive onboarding, constant guidance, or struggle with autonomous problem-solving, this position isn't for you. We need technical minds who thrive under pressure, learn at lightning speed, and possess the confidence to navigate complex problems independently.

For those with the right mindset, this position offers unmatched growth potential. You'll develop rare technical versatility across diverse enterprise products while directly enhancing our AI systems and upholding Trilogy's commitment to excellence. Ready to be challenged like never before? We're waiting for your application.

What You Will Be Doing

• Serve as the human intelligence behind our AI support ecosystem, tackling the most challenging customer issues that exceed current AI capabilities while simultaneously contributing to AI enhancement
  
  

What You Won’t Be Doing

• Enjoying a leisurely onboarding process—our accelerated timeline expects proficiency across multiple products within your first month
• Finding refuge in managerial hand-holding—self-sufficiency and resourcefulness are non-negotiable traits for success in this role
  
  

Senior Technical Support Analyst Key Responsibilities

• Seamlessly blend human technical expertise with AI capabilities to resolve sophisticated customer issues, focusing on the complex challenges that represent the frontier of what our AI systems can learn to handle
  
  

Basic Requirements

• Native or business-level German language proficiency
• Minimum 2 years of proven experience in technical support or engineering environments
• Demonstrated proficiency with AI tools (ChatGPT, Perplexity, Cursor, etc.) in professional contexts
  
  

About Trilogy

Hundreds of software businesses run on the Trilogy Business Platform. For three decades, Trilogy has been known for 3 things: Relentlessly seeking top talent, Innovating new technology, and incubating new businesses. Our technological innovation is spearheaded by a passion for simple customer-facing designs. Our incubation of new businesses ranges from entirely new moon-shot ideas to rearchitecting existing projects for today's modern cloud-based stack. Trilogy is a place where you can be surrounded with great people, be proud of doing great work, and grow your career by leaps and bounds.

There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you!

Working with us

This is a full-time (40 hours per week), long-term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record. The compensation level for this role is $30 USD/hour, which equates to $60,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult www.crossover.com/help-and-faqs for more details on this topic.

Crossover Job Code: LJ-5410-TR-COUNTRY-SeniorTechnica