Senior Technical Support Engineer $60,000 USD/year Pay is set based on global value, not the local market.
Most roles = hourly rate x 40 hrs x 50 weeks
Not accepting applications on crossover.com at this time.
Description
Imagine a world where customer support isn't bogged down by inefficiency and mediocrity. In many companies, support engineers are often stuck in a cycle of repetitive tasks, or find themselves out of depth with complex issues. Over 60% of tickets get escalated simply because the initial support lacks the necessary skills to solve them.
At Trilogy, we're breaking the mold. With a portfolio of over 100 enterprise software products, we've revolutionized customer support using advanced AI. Our AI-driven chatbot handles routine issues, leaving only the most challenging problems for our engineers. This means every ticket you handle is unique, demanding creative and innovative solutions.
Here, there's no time for leisurely learning. If you require constant supervision, struggle with self-directed learning, or ask questions that could be easily answered with a little research, this role might not be for you. Success here demands a proactive attitude, swift adaptability, and a strong drive to solve problems independently.
If you're ready to rise to the challenge and tackle the toughest customer support issues, this role offers an unparalleled opportunity for growth. You'll gain extensive technical expertise across a vast product range and contribute to Trilogy's reputation for excellence. If you're prepared to push your boundaries, we encourage you to apply.
What you will be doing
- Utilize AI-enhanced systems to resolve complex customer tickets, applying your human expertise where AI falls short, and enhancing AI capabilities in the process.
What you will NOT be doing
- Spending two months getting up to speed; you'll be expected to master several products within the first month, an admittedly ambitious goal.
- Relying heavily on managers for assistance; if you're unable to independently navigate challenges, this role may prove difficult for you.
Key responsibilities
- Combine technical human expertise with AI technology to provide outstanding customer support, focusing on intricate issues beyond AI's current capabilities.
Candidate requirements
- Minimum of 4 years' experience in a technical customer support or engineering role.
- Advanced proficiency in generative AI (e.g., using various AI tools, automating workflows, creating custom GPTs); limited experience with LLMs for basic tasks like research or content generation will not suffice.
Applying for a role? Here’s what to expect.
Crossover's skill assessment process combines innovative AI power with decades of human research, to take the guesswork, human bias, and pointless filters out of recruiting high-performing teams.
Pass Cognitive Aptitude Test.
Pass English Proficiency Test.
Prove Real-World Job & AI Skills.
Ace An Interview Or Two.
Accept Job Offer.
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The Olympics of work
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Premium pay for premium talent
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Shortlist by skills, not bias
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