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 ($30 USD/hour)

Fully-remote
Any country
full-time (40 hrs/week)
Long-term role

Senior Technical Support Analyst $60,000USD/year ($30 USD/hour)

Description

Are you ready to revolutionize enterprise software support? Tired of the same old troubleshooting routines? At Trilogy, we're redefining customer support with cutting-edge AI. We're not just solving problems; we're pioneering the future of technical support across 100+ enterprise products. If you're a tech-savvy problem-solver who thrives on diversity and complexity, this is your chance to shine.

Imagine a world where AI handles the mundane, leaving you to tackle the most intricate challenges. That's the reality at Trilogy. We're seeking a Senior Technical Support Analyst who can seamlessly blend human expertise with AI capabilities. You'll be at the forefront of AI-driven support, working on issues that require configuration tweaks, database adjustments, and even code-level fixes.

This role isn't for the faint-hearted. We need quick learners, adaptable thinkers, and self-starters who can hit the ground running. If you're looking for a role where you can make a significant impact, continuously learn, and rapidly advance your career, you've found your match. Ready to elevate your support game? Let's talk.

What you will be doing

  • Crack the code on complex customer issues that even our advanced AI couldn't solve, showcasing your superior problem-solving skills
  • Become an AI whisperer: train and refine our AI systems, bridging the gap between machine learning and human expertise
  • Pioneer the future of support by prototyping and testing cutting-edge AI tools and methodologies

What you will NOT be doing

  • Coasting through a lengthy onboarding process - you'll be expected to master multiple products within your first month
  • Relying on managerial hand-holding - this role demands self-sufficiency and proactive problem-solving
  • Handling routine support tickets - our AI takes care of those, leaving you free to tackle the real brain-teasers

Key responsibilities

Drive the seamless integration of human expertise and AI capabilities to deliver unparalleled customer support, focusing on resolving complex issues that push the boundaries of current AI technology.

Candidate requirements

  • Minimum 4 years of battle-tested experience in technical customer support or engineering roles
  • Demonstrated mastery of advanced generative AI tools, including the ability to create automated workflows and custom GPTs - basic AI usage won't cut it here

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 Tril...

Meet Xavier
How it works

Applying for a role? Here’s what to expect.

We’ve curated a series of steps that take the guesswork (and cognitive bias) out of recruiting the best person.

Pass Cognitive Aptitude Test.
STEP 1

Pass Cognitive Aptitude Test.

Pass English Proficiency Test.
STEP 2

Pass English Proficiency Test.

Prove Real-World Job Skills.
STEP 3

Prove Real-World Job Skills.

Ace An Interview Or Two.
STEP 4

Ace An Interview Or Two.

Accept Job Offer.
STEP 5

Accept Job Offer.

Celebrate!
STEP 6

Celebrate!

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.