Application 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

Are you a customer support wizard who is obsessed with delivering a great experience, but you’ve already mastered your current products and are wondering what’s next? Or are you a software engineer looking for a way to get introduced to an immense set of product architectures, domains, and tech stacks? Sure, you could join any new company and learn their handful of products, but we think we have something better.

We are the Customer Support team at Trilogy. We support over 100 unique enterprise software products - everything from mobile app development platforms to database load-balancers. We not only have the opportunity to learn, use, and support these products, we also become deep technical experts who can solve problems no one has seen before. There’s a lot to learn, so we have weekly “learning tickets” to ensure the whole team is up to speed.

This role is the highest-level customer support engineer we have - our tickets cannot be elevated above you. The problems are complex. The solutions might be configuration, database-level, or even code-level. Trilogy takes pride in its customer support quality and makes sure customers are impressed at every interaction. It’s an immense responsibility, but one that can put you on the fast track to career advancement.

What you will be doing

  • Impressing customers by solving complex or new problems
  • Growing your product knowledge, in breadth and depth
  • Digging deep to discover the root causes and solutions of issues - exploring source code, databases, logs, and traces

What you will NOT be doing

  • Answering the same questions over and over again
  • Providing trivial or basic troubleshooting
  • Writing knowledge base articles

Key responsibilities

  • Resolving elevated customer tickets
  • Expanding product and technology expertise by working on “learning tickets”

Candidate requirements

  • At least 4 total years of experience in a technical customer support or entry-level engineering role
  • While this is NOT a coding-heavy role, you will still need to be able to read and write code at a basic level for debugging purposes
  • 24/7 availability for 8-hour shifts (we consider individual preference to the best of our ability)

Meet the hiring manager

Watch Video
Watch Video

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!

More about the Application Support Engineer position

About role

About Crossover

What you will learn

You'll begin by learning what makes a great support agent and how we manage quality.

Then, you will move to full-time, in-depth product training. You will become a master of multiple products. These products span a huge range of business purposes and base technologies.

The learning never stops, though! Once you're on the support team, you'll continue learning products and building the breadth and depth of your support capabilities.

If you're a top performer, there are opportunities for growth across the organization, including our knowledge teams and the support leadership team.

Work examples

The people who will succeed in this role come from an array of technical backgrounds. Our selection process is designed to allow you to show off your skills and potential. You will complete tasks that L2 Customer Support Engineers regularly perform, allowing you to learn about the role and giving us an unbiased way to assess your ability.

Sample L2 ticket: 2561705

Reviews

Meet some people who've landed similar jobs

Why Crossover

Recruitment sucks. So we’re fixing it.

We only hire the top 1%

We only hire the top 1%

Our super high quality bar means it’s not easy to qualify—but every single team member is a rockstar.

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.