Application Support Engineer, Trilogy (Remote) - $60,000/year USD
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Key skills for this role
About the Role
Crossover is seeking an Application Support Engineer for Trilogy to handle complex escalated tickets using AI-augmented troubleshooting. The role requires deep technical skills in REST APIs, JSON, and log analysis, and the ability to work independently.
Key Skills for This Role
Responsibilities
- Handle complex escalated tickets using deep troubleshooting combined with AI tools
- Reproduce issues before proposing solutions, investigate across tickets, Slack, knowledge bases, logs, and configurations
- Maintain ownership of issues until resolved or escalated with clear diagnostic logic
- Compose clear customer communications to resolve tension
Requirements
- 2+ years in a hands on technical role (technical support, customer support engineering, software engineering, QA, sysadmin/DevOps)
- Comfortable making and reading REST API calls and JSON, interpreting HTTP status codes, and working in CLI and logs
- Hands on experience using generative AI tools (e.g., ChatGPT, Claude) in daily technical work
- Professional fluency in English, written and spoken
- Able to work full time from 1:00 PM – 10:00 PM UTC
Full Job Posting
Role Overview
- This role is for a support engineer who prefers unsolved problems: replicating errors, analyzing logs, tracking API calls, and leveraging AI aggressively without blind trust.
What You Will Be Doing
- AI Augmented Customer Resolutions: Complex, escalated tickets addressed through deep, practical troubleshooting combined with AI that you control, anchor in authentic documentation, and validate.
Basic Requirements
- 2+ years in a hands on technical role such as technical support, customer support engineering, software engineering, QA, or sysadmin/DevOps.
- Comfortable making and reading REST API calls and JSON, interpreting HTTP status codes, and working in CLI and logs.
- Hands on experience using generative AI tools (such as ChatGPT or Claude) in your daily technical work.
- Professional fluency in English, written and spoken.
- Able to work full time from 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern).
Nice to have Requirements
- Experience supporting technical or business customers on enterprise software or B2B SaaS.
- API troubleshooting with tools like Postman or curl.
- Track record of troubleshooting across several unrelated products or tech stacks.
- Developer grade depth: can read code or trace an API call when needed.
About Trilogy
- Hundreds of software businesses run on the Trilogy Business Platform.
- Trilogy is known for top talent, innovative technology, and incubating new businesses.
Compensation
- Full time (40 hours per week), long term position.
- Compensation: $30 USD/hour, equating to $60,000 USD/year assuming 40 hours per week and 50 weeks per year.
- Payment period is weekly.
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