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

Forget everything you know about traditional tech support. At Trilogy, we've eliminated the mundane.

Managing 100+ enterprise software products, our AI-powered system handles routine issues automatically. This means you'll only tackle what machines can't—the complex, the unusual, the truly challenging problems that demand human ingenuity.

Let's be clear: this isn't an environment for those who need constant direction. We don't have time for extended onboarding or basic questions that Google could answer. Our pace is relentless, our standards exceptional.

If you thrive on independence, learn at lightning speed, and want to solve puzzles that stump even our advanced AI, you'll find this role transformative. You'll rapidly develop expertise across diverse enterprise products while directly enhancing our reputation for technical excellence. Ready to prove yourself? We're waiting for your application.

What you will be doing

• Solve complex technical challenges that have stumped our advanced AI systems
• Analyze patterns in escalated tickets to identify AI improvement opportunities
• Bridge the human-machine gap by applying your technical expertise where automation falls short

What you will NOT be doing

• Enjoying a leisurely onboarding process—you'll be expected to master multiple products within your first month
• Running to managers with every obstacle—self-sufficiency isn't optional, it's essential
• Handling routine tickets that our AI can resolve—your talents will be reserved for truly complex challenges

Key Responsibilities

• Seamlessly blend human technical expertise with AI capabilities to solve our most challenging customer issues
• Identify patterns in complex tickets to help evolve our AI systems
• Deliver exceptional technical solutions where automation alone is insufficient
• Rapidly adapt to new products and technologies across our diverse portfolio

Candidate Requirements

• Minimum 4 years of hands-on experience in technical customer support or engineering roles
• Demonstrated advanced proficiency with generative AI tools—beyond basic prompting
• Experience creating AI automation workflows, custom GPTs, or similar advanced applications
• Exceptional self-learning abilities and problem-solving skills
• Proven ability to work independently with minimal supervision

This position is also known as:

• Application Support Engineer
• Senior Technical Support Engineer
• Senior Technical Support Analyst