Technical Lead

$200,000 USD/year ^{Pay is set based on global value, not the local market. Most roles = hourly rate x 40 hrs x 50 weeks}  ($100 USD/hour)

You're a full-stack product engineer seeking ownership rather than task lists. This position gives you end-to-end responsibility for an AI product: direct weekly customer engagement, autonomous build decisions, and continuous production deployment. Your dual objectives: enable Kayako One to resolve support tickets autonomously and construct an AI-driven sales pipeline that moves prospects from initial contact through deal closure. You command the technology stack, feature roadmap, release schedule, and business results.

The broader industry isolates engineers from end users under the guise of "process." Our approach is different. No intermediary chain of PM → designer → "customer success" stands between you and ground truth. You'll conduct weekly discovery sessions, convert customer pain into product specifications, deploy rapidly, and track meaningful business metrics. You'll also architect the AI sales automation framework that may define Trilogy's go-to-market approach across its entire portfolio. Success here is measured by adoption metrics, resolution rates, CSAT scores, and pipeline velocity.

This role means owning the complete system: novel AI capabilities in Kayako One that improve ticket resolution performance; connectivity with CRM and ticketing systems; outreach automation and targeting algorithms; pipeline data connectors; analytics that validate efficacy; plus all deployment, system monitoring, and incident management required to maintain uptime. This is not a backend-only position executing pre-written specifications, nor a comfortable lane with structured handoffs. You'll write code when necessary, configure AWS infrastructure expertly, adopt tools like Voiceflow or Cursor seamlessly, and ensure LLMs perform reliably in live environments rather than merely impressing in demos.

You'll operate at the sharp edge of our help desk product and an AI sales automation initiative, with visibility across the portfolio. Success manifests as customer adoption of your releases, accelerated resolution times, improved user satisfaction, and a more efficient, faster-moving pipeline. If you want accountability for outcomes, weekly customer interaction, the authority to decline distractions, and the ability to ship what actually moves metrics, this opportunity is for you.