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 instead of task assignments. This position gives you complete control of an AI product from start to finish: weekly customer meetings, product decision-making, and production deployments. Your dual mandate: drive Kayako One to resolve support tickets autonomously and construct an AI sales pipeline that moves prospects from initial contact through deal closure. You own the technology stack, product roadmap, release schedule, and business results.

The wider industry isolates engineers from end users behind layers of "process." That's not our approach. No chain of product managers, designers, or customer success teams stands between you and ground truth. You will lead weekly discovery sessions, convert customer pain into working features, deploy rapidly, and track tangible outcomes. You will also create the AI sales automation framework that may serve as the blueprint for Trilogy's portfolio-wide go-to-market motion. Here, your performance is measured by adoption metrics, resolution rates, CSAT scores, and pipeline velocity.

This role means full ownership: new AI capabilities in Kayako One that improve ticket resolution; platform integrations with CRM and ticketing systems; outreach sequences and targeting rules; pipeline connections; analytics that validate impact; plus deployment, monitoring, and on-call responsibilities to maintain uptime. This is not a backend-only position executing specs handed down from others, nor a comfortable lane with neat handoffs. You'll code as the work demands, configure AWS infrastructure with confidence, adopt tools like Voiceflow or Cursor without friction, and make LLMs reliable in production—not just impressive in demos.

You'll operate at the sharp edge of our help desk product and a high-priority AI sales automation initiative, with visibility across the portfolio. Success means customers actively using your releases, shorter resolution times, improved end-user satisfaction, and a more efficient, faster-moving sales pipeline. If you want to own measurable outcomes, engage customers every week, filter out distractions, and ship what actually moves metrics, this is your role.