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

At most organizations, customer support is undermined by inefficiency and subpar performance. Support professionals often expend effort on monotonous tasks or encounter issues beyond their limited technical scope. Research indicates that more than 60% of support requests require escalation because initial responders lack sufficient capability or knowledge to address them effectively. Trilogy operates differently. Across a portfolio exceeding 100 enterprise software solutions, we have transformed customer support through sophisticated AI technology. Our AI-driven chatbot resolves the majority of incoming issues, which means our engineers focus exclusively on the most demanding and intricate challenges. Every ticket that reaches you will be difficult, diverse, and demand inventive troubleshooting. This position offers no room for gradual onboarding or continuous supervision. If you require frequent direction, find independent learning difficult, or habitually pose questions with readily available answers, you will not succeed beyond the initial two weeks. The role demands a self-starter mentality, rapid adaptability, and a determination to resolve problems autonomously. If you are prepared to confront the most challenging customer support scenarios, this opportunity will propel your professional development faster than any alternative. You will develop exceptional technical mastery across an extensive product ecosystem while making direct contributions to Trilogy's standard of excellence. If you are ready to test your capabilities, we encourage your application. What You Will Be Doing

• AI-Enhanced Issue Resolution: Examine sophisticated tickets escalated from AI platforms, leverage human judgment in areas where AI underperforms, and subsequently enhance the AI system to address these gaps

What You Won’t Be Doing

• Spending two full months to become productive; you are expected to achieve competency across multiple products within the first month (we recognize this timeline is demanding)
• Depending on management for guidance; if you cannot effectively remove your own obstacles, this role will present significant difficulty

Senior Technical Support Analyst Key Responsibilities

• Combine advanced human technical knowledge with AI functionality to provide outstanding customer support, concentrating on sophisticated issues that AI systems cannot yet completely address

Basic Requirements

• A minimum of 3 years of total experience in technical customer support positions
• Expert-level generative AI skills (i.e., proficiency with multiple AI platforms, capability to automate processes and build custom GPTs); if your AI usage has been limited to research, education, ideation, or content creation, this will be considered inadequate
• Present location in North or South America

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-US-Austin-SeniorTechnica.001