Description
Elite problem solvers wanted: Where AI handles the routine, you tackle what machines can't. In an industry where 60% of support tickets get escalated due to first-line inadequacy, Trilogy has reengineered the entire support paradigm. Our AI systems filter out the ordinary, leaving only the extraordinary challenges for our engineers.
Managing 100+ enterprise software products demands technical versatility beyond conventional support roles. Here, every ticket represents a complex puzzle that has already stumped our advanced AI systems. This isn't about answering basic questions—it's about solving problems that exist at the intersection of deep technical knowledge and creative thinking.
This role demands immediate impact. You'll need to rapidly master multiple products, navigate ambiguity independently, and deliver solutions without hand-holding. For the exceptional few who thrive under pressure and excel at self-directed learning, this position offers unparalleled growth and the satisfaction of conquering what others cannot.
What you will be doing
- Solve complex technical issues that have surpassed our AI capabilities, requiring human ingenuity and specialized expertise
- Analyze patterns in escalated tickets to identify opportunities for AI system enhancement
- Close the feedback loop by contributing insights that strengthen our AI's problem-solving capabilities
- Master multiple enterprise software products rapidly to provide expert-level support across our diverse portfolio
- Develop innovative solutions for unprecedented customer challenges that expand our knowledge base
What you will NOT be doing
- Handling routine, repetitive tickets that our AI systems can resolve (these never reach your queue)
- Following a gradual onboarding process—you'll be expected to demonstrate competence across multiple products within your first month
- Relying on management for problem-solving guidance; self-sufficiency is non-negotiable in this role
- Working within the constraints of traditional support structures with linear escalation paths
- Maintaining narrow expertise in a single product or technology stack
Key responsibilities
Candidate requirements
- Minimum 3 years of proven experience in technical customer support roles
- Demonstrated advanced proficiency with generative AI, including workflow automation and custom GPT development (basic usage for content generation or research is insufficient)
- Current residence in North or South America
- Exceptional self-learning capabilities and problem-solving skills
- Ability to rapidly master new technical systems without formal training
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.
Chat-style screening interview.
Cognitive aptitude test.
Prove real-world job skills.
Interview with the hiring manager.
Accept Job Offer.
Pass proctored test.
Frequently asked questions
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The Olympics of work
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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
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.
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