- خبرة
- سنتان فأكثر
- مرتب
- USD 60,000 – USD 60,000 / year
- الوظائف الشاغرة
- 1
- تم النشر
- • ٥ نوفمبر
- وضع العمل
- العمل من المنزل
- سيرة ذاتية
- مطلوب للتقديم
المسمى الوظيفي
About the Role
This position is designed for engineers who excel at tackling complex, unclear problems involving misconfigured systems, conflicting information, and challenging customer situations without relying solely on scripts. Instead, it focuses on diagnosing issues by reproducing errors, analyzing logs and API activity, interpreting JSON payloads, and understanding HTTP status codes such as 401, 404, and 429.
The support approach is fundamentally different: routine issues are increasingly automated through AI and level 1 processes, leaving human expertise to address the most difficult cases. AI serves as a tool that you actively guide, scrutinize, and confirm rather than simply depending on its output.
This role demands independence and versatility across multiple products and technological environments, along with the ability to communicate solutions clearly and reduce customer tension. You maintain full ownership of each issue until it is resolved or escalated with valuable diagnostic information for continuity.
Key Responsibilities
- Provide customer resolutions for complex and escalated issues by combining thorough manual troubleshooting with AI assistance, ensuring all AI inputs are validated by authentic documentation.
- Rapidly become proficient in multiple products within the first month to efficiently address a variety of technical issues.
- Maintain ownership and accountability for problem resolution or clean escalation with detailed diagnostic insights.
Candidate Requirements
- Minimum 2 years of practical experience in technical roles such as technical support, customer support engineering, software development, QA, system administration, or DevOps.
- Proficient in making and interpreting REST API calls and JSON data, reading HTTP status codes (e.g., distinguishing 401 vs. 404, 429 vs. 403), working with command-line interfaces (CLI), and analyzing logs.
- Experienced in incorporating generative AI tools like ChatGPT or Claude to enhance day-to-day technical work.
- Strong professional English skills, both written and verbal.
- Able to work full-time from 1:00 PM to 10:00 PM UTC (corresponding to 8:00 AM to 5:00 PM US Eastern time).
Preferred Skills
- Prior experience supporting external technical or business customers in enterprise software or B2B SaaS environments.
- Familiarity with API troubleshooting utilities such as Postman or curl.
- Demonstrated ability to troubleshoot issues spanning multiple unrelated technology stacks or products.
- Developer-level skills allowing you to read source code or analyze API calls in depth when necessary.
About Trilogy
Trilogy operates the Trilogy Business Platform, used by hundreds of software companies. Over 30 years, it has focused on attracting top talent, innovating new technology, and launching new ventures. The company emphasizes simple, customer-friendly designs and rearchitecting projects for modern cloud environments. It offers a professional environment where employees can thrive, contribute valuable work, and advance their careers substantially.
Additional Information
This opportunity is a full-time, immediate start position operating under an independent contractor agreement with Crossover as the Contractor of Record. Compensation is set at $30 USD per hour, totaling approximately $60,000 annually based on 40 hours per week and 50 working weeks per year. Payments occur weekly.