Senior Technical Support Analyst, Trilogy (Remote) - $60,000/year USD 

Customer expectations in support have accelerated while organizational capabilities remain mired in complexity. Today's users anticipate instant, AI-driven responses, yet the majority of companies are stuck in pilot mode, unable to translate AI experimentation into tangible results. The pressure is about to intensify. Industry forecasts indicate that by 2029, agentic systems will handle most routine issues autonomously, creating a widening chasm between what customers demand and what current systems deliver.

AI-Augmented Customer Resolutions: Investigate complex escalations flagged by AI systems, deploy human judgment where automation reaches its limits, and subsequently enhance the AI to close those capability gaps

What You Will Be Doing

What you won’t be doing

Spending two full months ramping up; you are expected to achieve proficiency across multiple products within your first month (we recognize this is an ambitious timeline)Depending on management intervention to unblock you; if self-sufficiency and autonomous problem-solving are not your strengths, this role will pose significant challenges

Senior Technical Support Analyst Key Responsibilities

Combine deep technical human judgment with AI tooling to provide exceptional customer support, concentrating on sophisticated issues beyond the current reach of AI automation

Basic Requirements

Must be based in North or South AmericaAt least 3 total years of experience in a technical customer support roleAdvanced generative AI proficiency (i.e., use of multiple AI tools, ability to automate workflows and custom GPTs); if you've only used LLMs for research, learning, brainstorming, or content generation, that will be deemed insufficient

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-BR-BeloHori-SeniorTechnica.012