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
Forget everything you know about traditional technical support. At Trilogy, we've revolutionized the support landscape through cutting-edge AI integration across our 100+ enterprise software products. While our intelligent systems handle routine inquiries, you'll be tackling only the most intellectually stimulating challenges—the puzzles that even our sophisticated AI can't crack.
Industry data reveals a troubling truth: approximately 60% of support tickets require escalation because frontline teams lack sufficient expertise. We've eliminated this inefficiency by creating a support ecosystem where only the most complex issues reach our elite technical analysts.
This role demands immediate impact. There's no gradual onboarding or extended training period—you must hit the ground running, navigate ambiguity independently, and solve problems without constant direction. If self-sufficiency isn't your strength, this position isn't for you.
For the right candidate, this opportunity offers unprecedented professional development. You'll rapidly expand your technical repertoire across diverse products while directly enhancing our AI capabilities and upholding Trilogy's exceptional support standards. Ready to embrace the challenge? We're eager to hear from you.
What you will be doing
- Serve as the human intelligence complement to our AI systems, addressing sophisticated technical challenges that require nuanced problem-solving beyond algorithmic capabilities, while simultaneously training our AI to handle similar issues in the future
What you will NOT be doing
- Enjoying a leisurely onboarding process—our accelerated timeline expects proficiency across multiple products within your first 30 days
- Finding refuge in managerial hand-holding—your success hinges on your ability to overcome obstacles independently and resourcefully
Key responsibilities
- Seamlessly blend human technical expertise with AI capabilities to resolve complex customer issues, creating a symbiotic relationship that continuously improves our support ecosystem and elevates customer satisfaction
Candidate requirements
- Minimum 4 years of demonstrated experience in technical support or engineering environments with proven problem-solving capabilities
- Sophisticated generative AI expertise beyond basic applications—demonstrated ability to create custom workflows, develop specialized GPTs, and implement automation solutions (simply using AI for content creation or information gathering is insufficient)
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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Premium pay for premium talent
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