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Role Overview

This position seeks a highly skilled support engineer to tackle the most challenging technical tickets. It requires the ability to interpret unclear issues, handle misconfigured systems, analyze conflicting data, and manage demanding customers, all while effectively leveraging AI tools without blindly trusting them.

The role diverges from traditional tiered support models, focusing on complex problems beyond automated or basic L1 solutions. The engineer must independently reproduce errors, explore logs, follow API calls, evaluate JSON payloads, and distinguish among various HTTP status codes to identify genuine issues.

Responsibilities

Own and investigate complicated support cases, applying practical troubleshooting enhanced by AI tools, ensuring authentic evidence backs solutions.
Maintain problem ownership until resolution or appropriate escalation, providing rich diagnostic detail beneficial for successor agents or AI processes.
Deliver concise and clear communications that ease customer tension and resolve conflicts efficiently.
Quickly gain proficiency in multiple product technologies within the first month to handle diverse issue types.
Use sound judgment to operate independently without relying heavily on managerial guidance.

Requirements

Minimum of two years in hands-on technical roles such as technical support, software engineering, QA, sysadmin, or DevOps, regardless of specific job title.
Proficient with REST API calls, JSON interpretation, command line interfaces, and log analysis, including interpreting nuanced HTTP status codes like 401, 404, 429, and 403.
Experience utilizing generative AI tools (e.g., ChatGPT, Claude) as part of your daily technical workflow.
Professional fluency in English, both written and verbal.
Availability to work full-time aligned with 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern).

Preferred Qualifications

Background supporting technical or business customers for enterprise or B2B SaaS software products rather than solely internal IT support.
Familiarity with API troubleshooting utilities such as Postman or curl.
Demonstrated ability to resolve issues across multiple unrelated products or technology stacks.
Developer-level skills enabling code reading or API call tracing when needed.

About Trilogy

Trilogy operates the Business Platform that powers hundreds of software enterprises, known for its commitment to attracting exceptional talent, pioneering new technologies, and launching innovative businesses. The company prides itself on elegant customer-focused designs and a dynamic environment conducive to fast career growth and meaningful work.

Employment Details

This is a long-term, full-time role (40 hours per week) available immediately. Employment will be under an independent contractor agreement with Crossover as a Contractor of Record. The compensation rate is $30 per hour USD, totaling an annual equivalent of $60,000 USD based on 40 hours weekly across 50 weeks per year, with weekly payments.

Additional Information

The position emphasizes deep problem-solving over scripted or repetitive ticket handling.
Extensive initial training period is not provided; candidates must quickly adapt to multiple products.
Success depends on strong initiative and the ability to overcome obstacles without excessive management intervention.

Application Support Engineer - Trilogy (Remote)