Senior Technical Support Analyst
$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

At Trilogy, we're redefining customer support by eliminating inefficiency and mediocrity. With over 100 enterprise software products, our advanced AI tackles routine issues, leaving only complex challenges for our engineers. Ready to push your limits and tackle the toughest problems? Join us and accelerate your growth.

What you will be doing

  • AI-Augmented Customer Resolutions: Analyze complex tickets escalated by AI systems, apply human expertise to areas where AI falls short, and then close the gap by improving the AI system

What you will NOT be doing

  • Taking two whole months to get up to speed; you will be expected to ramp up one several products within the first month (we are aware this is aggressive)
  • Relying on your managers for help; if you are not adept at unblocking yourself, you will likely struggle in this role

Key responsibilities

  • Integrate technical human expertise and AI capabilities to deliver exceptional customer support, focusing on complex issues that AI cannot yet fully resolve

Candidate requirements

  • Currently based in North or South America
  • At least 4 total years of experience in a technical customer support or engineering role
  • Advanced generative AI proficiency (i.e., use of multiple AI tools, ability to automate workflows and custom GPTs); if you've only used LLMs for research, learning, brainstorming, or content generation, that will be deemed insufficient

Meet a successful candidate

Watch Interview
Xavier Villarroel
Xavier  |  L3 Customer Support Agent
Chile  

Wish you could travel and work from anywhere? This L3 Customer Support Agent once had to drive a taxi to make ends meet, until he found a re...

Meet Xavier

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.
STEP 1

Pass Cognitive Aptitude Test.

Pass English Proficiency Test.
STEP 2

Pass English Proficiency Test.

Prove Real-World Job & AI Skills.
STEP 3

Prove Real-World Job & AI Skills.

Ace An Interview Or Two.
STEP 4

Ace An Interview Or Two.

Accept Job Offer.
STEP 5

Accept Job Offer.

Frequently asked questions

About the role

About Crossover

Meet some people who've landed similar jobs

Why Crossover

Recruitment sucks. So we’re fixing it.

The Olympics of work

The Olympics of work

It’s super hard to qualify—extreme quality standards ensure every single team member is at the top of their game.

Premium pay for premium talent

Premium pay for premium talent

Over 50% of new hires double or triple their previous pay. Why? Because that’s what the best person in the world is worth.

Shortlist by skills, not bias

Shortlist by skills, not bias

We don’t care where you went to school, what color your hair is, or whether we can pronounce your name. Just prove you’ve got the skills.