L2 Customer Support Engineer

Job ID: 3330

Description

You’re a customer support agent who’s obsessed with delivering a great experience. But you’ve mastered your products and are wondering what’s next. Sure, you could just join a new company and learn their products, but you’ve got deeper technical skills that you want to use. Or… 

You could be part of a company that supports dozens of products and is constantly adding more. You could solve problems no one’s ever seen. And you could do it from anywhere in the world.

Welcome to 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 that no one has seen before.

Trilogy consistently wows its customers with the quality of support we provide. We’re committed to hiring the top 1%, so you’ll work with people who challenge you. We’ve been fully remote for over 20 years and our systems, processes, and management style are designed to optimize your remote work experience. We believe in constant improvement and push for perfection. Join our advanced technical support team to see how we’re transforming customer support.

What you will be doing

  • Wow customers by solving complex or new problems
  • Grow your product knowledge - both in breadth and depth
  • Dig deep to discover the root causes of issues - exploring source code, databases, logs, and traces
  • Explore source code, databases, logs, and traces to find or create solutions

What you will NOT be doing

  • Answer the same questions over and over again
  • Provide trivial or basic troubleshooting
  • Get bored focusing on a single product or technology
  • Write knowledge base articles

Key Responsibilities

  • Diagnose, troubleshoot, and develop new solutions
  • Ensure solutions solve the root cause of problems
  • Write step-by-step processes, solutions, and ticket updates

Candidate Requirements

  • 2+ years of software development
  • 2+ years of experience with customer-facing technical support
  • Ability to speak and write professionally in English
  • 24/7 availability for 8-hour shifts

Nice to have

Bachelor’s degree in an IT-related field

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