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

Forget everything you know about traditional technical support. At Trilogy, we've revolutionized the support landscape through cutting-edge AI integration across our 100+ enterprise software products. While our intelligent systems handle routine inquiries, you'll be tackling only the most intellectually stimulating challenges—the puzzles that even our sophisticated AI can't crack.

Industry data reveals a troubling truth: approximately 60% of support tickets require escalation because frontline teams lack sufficient expertise. We've eliminated this inefficiency by creating a support ecosystem where only the most complex issues reach our elite technical analysts.

This role demands immediate impact. There's no gradual onboarding or extended training period—you must hit the ground running, navigate ambiguity independently, and solve problems without constant direction. If self-sufficiency isn't your strength, this position isn't for you.

For the right candidate, this opportunity offers unprecedented professional development. You'll rapidly expand your technical repertoire across diverse products while directly enhancing our AI capabilities and upholding Trilogy's exceptional support standards. Ready to embrace the challenge? We're eager to hear from you.

What You Will Be Doing

• Serve as the human intelligence complement to our AI systems, addressing sophisticated technical challenges that require nuanced problem-solving beyond algorithmic capabilities, while simultaneously training our AI to handle similar issues in the future
  
  

What You Won’t Be Doing

• Enjoying a leisurely onboarding process—our accelerated timeline expects proficiency across multiple products within your first 30 days
• Finding refuge in managerial hand-holding—your success hinges on your ability to overcome obstacles independently and resourcefully
  
  

Senior Technical Support Analyst Key Responsibilities

• Seamlessly blend human technical expertise with AI capabilities to resolve complex customer issues, creating a symbiotic relationship that continuously improves our support ecosystem and elevates customer satisfaction
  
  

Basic Requirements

• Minimum 4 years of demonstrated experience in technical support or engineering environments with proven problem-solving capabilities
• Sophisticated generative AI expertise beyond basic applications—demonstrated ability to create custom workflows, develop specialized GPTs, and implement automation solutions (simply using AI for content creation or information gathering is 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-IN-NewDelhi-SeniorTechnica-2.010