Application Support Engineer
$30,000 USD/year ^{Pay is set based on global value, not the local market.

Most roles = hourly rate x 40 hrs x 50 weeks}($15 USD/hour)

Not accepting applications on crossover.com at this time.

Description

Forget everything you know about traditional customer support. At Trilogy, we've revolutionized the support landscape through advanced AI integration across our 100+ enterprise software products. While most companies struggle with a 60% ticket escalation rate due to underskilled first-line support, we've flipped the script.

Our AI handles the routine—you tackle the extraordinary. Every ticket that reaches your desk represents the pinnacle of technical complexity—the challenges our sophisticated AI couldn't solve. This isn't just support; it's high-stakes problem-solving that demands creative thinking and technical prowess.

This role isn't for the faint-hearted or those seeking a gentle onboarding experience. Self-starters thrive here; those needing constant direction quickly sink. We expect rapid adaptation, independent learning, and the confidence to navigate ambiguity without hand-holding.

For the right candidate, this position offers unparalleled growth potential. You'll develop expertise across diverse enterprise products while directly enhancing our AI capabilities. If you're ready to be challenged daily and emerge as an elite technical problem-solver, we're eager to hear from you.

What you will be doing

Serve as the human intelligence behind our AI support system, addressing sophisticated technical issues that exceed our AI's current capabilities
Analyze complex customer challenges, implement creative solutions, and feed your insights back to improve our AI systems
Function as the technical elite force that maintains Trilogy's reputation for exceptional customer support

What you will NOT be doing

Enjoying a leisurely onboarding process—our accelerated timeline expects proficiency across multiple products within your first month
Leaning on management for solutions—success in this role demands exceptional self-sufficiency and resourcefulness
Handling routine support issues already managed by our AI systems

Key responsibilities

Bridge the gap between advanced AI capabilities and complex human expertise to resolve sophisticated technical issues
Continuously enhance our AI support systems by identifying patterns in complex cases
Maintain exceptional customer satisfaction while handling only the most challenging support scenarios
Rapidly develop expertise across Trilogy's diverse product portfolio

Candidate requirements

Minimum 2 years of proven experience in technical customer support or engineering roles
Demonstrated advanced proficiency with generative AI beyond basic applications—experience creating automation workflows, developing custom GPTs, or implementing AI-driven solutions
Exceptional problem-solving abilities and self-directed learning skills
Ability to quickly master unfamiliar technical concepts and software products
Outstanding written communication skills for clear technical explanations

Meet a successful candidate

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Sameer | L1 Customer Support Agent

Nepal

Sameer had to look for a job after he closed his businesses due to COVID. In his search he found his remote role with Trilogy on Crossover. ...

Meet Sameer

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How it works

CROSSOVER'S PROCESS

Applying for a role? Here’s what to expect.

Crossover's skill assessment process combines innovative AI power with decades of human research, to take the guesswork, human bias, and pointless filters out of recruiting high-performing teams.

STEP 1

Pass Cognitive Aptitude Test.

STEP 2

Pass English Proficiency Test.

STEP 3

Prove Real-World Job & AI Skills.

STEP 4

Ace An Interview Or Two.

STEP 5

Accept Job Offer.

Frequently asked questions

About the role

What type of software products will I support?

What kind of training will I receive?

What hours will I work?

How will my performance be measured?

About Crossover

Am I eligible to apply for a job on Crossover?

How is the pay calculated?

What are the employee benefits?

How much English do I need?

Why do I have to pass difficult assessments?

How will my productivity be monitored?

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What you will learn

This role will transform you into an elite technical support specialist. Through our proprietary 'WorkSmart' productivity system, you'll develop unparalleled focus and efficiency while tackling complex technical challenges. The platform provides data-driven insights into your performance patterns, helping you identify peak productivity periods and growth opportunities.

Our culture of direct, actionable feedback accelerates professional development beyond what's possible at traditional software companies. You'll gain expertise across diverse enterprise products while mastering the art of AI-human collaboration—a skillset that defines the future of technical support.

Work examples

As our frontline technical expert, you'll create lasting first impressions that showcase both Trilogy's technical excellence and customer-first approach. Your interactions will demonstrate exceptional resourcefulness and problem-solving abilities, setting the tone for the customer relationship.

Our comprehensive Knowledge Base provides the foundation for first-contact resolution, but your value lies in handling cases that transcend documented solutions. Review our sample support interaction (Ticket #2562317) and knowledge article (Sococo Support) to understand our approach to technical support excellence.

Reviews

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