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

In many companies, customer support can be bogged down by inefficiency and mediocrity, with support engineers often getting stuck on repetitive tasks or issues beyond their expertise. Statistics reveal that more than 60% of tickets are escalated because the frontline lacks the necessary skills or knowledge to resolve them.

At Trilogy, we break away from the norm. With a vast portfolio of over 100 enterprise software products, we've revolutionized customer support using cutting-edge AI. Our AI-powered chatbot handles most issues, leaving only the most challenging problems for our engineers. This means every ticket you handle is complex, varied, and demands innovative problem-solving.

In this role, there's no room for hand-holding or leisurely learning. If you require constant guidance, struggle with self-learning, or tend to ask obvious questions, you won't last two weeks. Success demands a proactive attitude, the ability to adapt swiftly, and the drive to independently find solutions.

If you're ready to take on the toughest challenges in customer support, this role will accelerate your growth like no other. You'll acquire unmatched technical expertise across a vast product range while directly contributing to Trilogy's reputation for excellence. If you're up for the challenge of pushing your limits, we invite you to apply.

What You Will Be Doing

• AI-Augmented Customer Solutions: Dive into complex tickets escalated by AI systems, leverage human expertise where AI falls short, and enhance the AI system to close those gaps.
  
  

What You Won’t Be Doing

• Taking two months to get acquainted; you'll be expected to ramp up on several products within the first month (we know this is ambitious).
• Relying on managers for assistance; if you're not skilled at unblocking yourself, you may find this role challenging.
  
  

Senior Technical Support Analyst Key Responsibilities

• Combine technical human expertise with AI capabilities to deliver exceptional customer support, focusing on intricate issues that AI cannot yet fully resolve.
  
  

Basic Requirements

• Must be based in North or South America.
• Minimum of 4 years of experience in a technical customer support or engineering role.
• Advanced proficiency in generative AI (e.g., using multiple AI tools, automating workflows, creating custom GPTs); experience limited to research, learning, brainstorming, or content generation with LLMs is insufficient.
  
  

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-3330-TR-Ankara-SeniorTechnica1.005