Imagine a world where customer support isn't bogged down by inefficiency and mediocrity. In many companies, support engineers are often stuck in a cycle of repetitive tasks, or find themselves out of depth with complex issues. Over 60% of tickets get escalated simply because the initial support lacks the necessary skills to solve them.
At Trilogy, we're breaking the mold. With a portfolio of over 100 enterprise software products, we've revolutionized customer support using advanced AI. Our AI-driven chatbot handles routine issues, leaving only the most challenging problems for our engineers. This means every ticket you handle is unique, demanding creative and innovative solutions.Here, there's no time for leisurely learning. If you require constant supervision, struggle with self-directed learning, or ask questions that could be easily answered with a little research, this role might not be for you. Success here demands a proactive attitude, swift adaptability, and a strong drive to solve problems independently.If you're ready to rise to the challenge and tackle the toughest customer support issues, this role offers an unparalleled opportunity for growth. You'll gain extensive technical expertise across a vast product range and contribute to Trilogy's reputation for excellence. If you're prepared to push your boundaries, we encourage you to apply.
What You Will Be Doing
- Utilize AI-enhanced systems to resolve complex customer tickets, applying your human expertise where AI falls short, and enhancing AI capabilities in the process.
What You Won’t Be Doing
- Spending two months getting up to speed; you'll be expected to master several products within the first month, an admittedly ambitious goal.
- Relying heavily on managers for assistance; if you're unable to independently navigate challenges, this role may prove difficult for you.
Senior Technical Support Engineer Key Responsibilities
- Combine technical human expertise with AI technology to provide outstanding customer support, focusing on intricate issues beyond AI's current capabilities.
Basic Requirements
- Minimum of 4 years' experience in a technical customer support or engineering role.
- Advanced proficiency in generative AI (e.g., using various AI tools, automating workflows, creating custom GPTs); limited experience with LLMs for basic tasks like research or content generation will not suffice.
About Trilogy
Hundreds of software businesses run on the Trilogy Business Platform. For three decades, Trilogy has been known for 3 things: Relentlessly seeking top talent, Innovating new technology, and incubating new businesses. Our technological innovation is spearheaded by a passion for simple customer-facing designs. Our incubation of new businesses ranges from entirely new moon-shot ideas to rearchitecting existing projects for today's modern cloud-based stack. Trilogy is a place where you can be surrounded with great people, be proud of doing great work, and grow your career by leaps and bounds.
There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you!
Working with us
This is a full-time (40 hours per week), long-term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record. The compensation level for this role is $30 USD/hour, which equates to $60,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult www.crossover.com/help-and-faqs for more details on this topic.
Crossover Job Code: LJ-3330-IN-COUNTRY-SeniorTechnica1
