Technical Support Engineer, Trilogy (Remote) - $60,000/year USD
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
Crossover is seeking a Technical Support Engineer to resolve ambiguous, escalated tickets by combining hands-on technical investigation with AI tools. You will own issues until resolution, working with REST APIs, JSON, HTTP status codes, and command-line environments.
Key Skills for This Role
Responsibilities
- Resolve ambiguous, escalated tickets by pairing thorough, hands on technical investigation with AI that you direct, anchor to verified documentation, and validate rigorously
- Own each issue until resolution or clean escalation, providing diagnostic logic for subsequent agents and AI workflows
- Reproduce issues before proposing solutions, investigate across tickets, Slack channels, knowledge bases, logs, configurations, and tangible artifacts before escalating
Requirements
- 2+ years in a hands on technical capacity (technical support, customer support engineering, software engineering, QA, sysadmin/DevOps)
- Proficient in making and interpreting REST API calls and JSON, understanding HTTP status codes, and operating in command line interfaces and logs
- Practical experience applying generative AI tools (e.g., ChatGPT, Claude) in everyday technical workflows
- Professional level fluency in written and spoken English
- Available to work full time from 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern)
Full Job Posting
Role Overview
- Complex tickets require navigating unclear contexts, misconfigured systems, conflicting evidence, escalated customers, and misleading AI outputs to determine root cause.
- This role is for support engineers drawn to unresolved cases: replicating issues, analyzing logs, following API behavior, examining JSON payloads, and leveraging AI critically.
- Straightforward support is increasingly automated; human expertise is reserved for the hardest technical problems.
What You Will Be Doing
- AI Augmented Customer Resolutions: Resolve ambiguous, escalated tickets by pairing thorough, hands on technical investigation with AI that you direct, anchor to verified documentation, and validate rigorously.
What You Won’t Be Doing
- Spending two full months onboarding; you will be required to ramp up on multiple products within the first month.
- Depending on managers for unblocking; you must self direct and unblock independently.
Basic Requirements
- 2+ years in a hands on technical capacity such as technical support, customer support engineering, software engineering, QA, or sysadmin/DevOps.
- Proficient in making and interpreting REST API calls and JSON, understanding HTTP status codes (e.g., 401 vs 404 and 429 vs 403), and operating in command line interfaces (CLI) and logs.
- Practical experience applying generative AI tools (such as ChatGPT or Claude) in your everyday technical workflows.
- Professional level fluency in written and spoken English.
- Available to work full time from 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern).
Nice to have Requirements
- Background supporting technical or business customers on enterprise software or B2B SaaS, beyond internal IT support.
- API debugging experience with tools like Postman or curl.
- Demonstrated history troubleshooting across multiple unrelated products or technology stacks.
- Developer level proficiency: capable of reading code or tracing an API call when required.
Compensation & Working Conditions
- Full time (40 hours per week), long term position.
- Independent contractor agreement with Crossover as a Contractor of Record.
- Compensation: $30 USD/hour, equating to $60,000 USD/year assuming 40 hours per week and 50 weeks per year.
- Payment period is weekly.
About Trilogy
- Hundreds of software businesses run on the Trilogy Business Platform.
- For three decades, Trilogy has been known for seeking top talent, innovating new technology, and incubating new businesses.
- Technological innovation is spearheaded by a passion for simple customer facing designs.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Crossover
Director of Educational Strategy, 2 Hour Learning (Remote) - $400,000/year USD
Abu Dhabi, UAE
2 Hour Learning seeks an academic leader to direct educational strategy across school sites, elevate academic leadership standards, and serve as the public advocate for an AI-driven, mastery-based learning model. You wil
Director of Learning Strategy, 2 Hour Learning (Remote) - $400,000/year USD
Abu Dhabi, UAE
2 Hour Learning seeks an academic leader to direct learning strategy across school sites, elevate academic leadership standards, and serve as the public advocate for an AI-driven, mastery-based learning model. You will d
Application Support Engineer, Trilogy (Remote) - $60,000/year USD
Dubai, UAE
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 t
Director of Academic Excellence, 2 Hour Learning (Remote) - $400,000/year USD
Dubai, UAE
2 Hour Learning is seeking a Director of Academic Excellence to lead academic strategy, ensure execution across schools, and serve as the authoritative voice for evidence-based learning science. The role requires an adva
Director of Academic Excellence, 2 Hour Learning (Remote) - $400,000/year USD
Dubai, UAE
Crossover is seeking a Director of Academic Excellence for 2 Hour Learning, an AI-driven personalized learning system. This leadership role involves designing academic frameworks, conducting performance reviews, and repr
Director of Learning Strategy, 2 Hour Learning (Remote) - $400,000/year USD
Abu Dhabi, UAE
2 Hour Learning seeks a Director of Learning Strategy to lead academic strategy, design learning frameworks, and serve as a public advocate. Requires an advanced degree in Learning Science or related field, 7+ years in a
Director of Educational Strategy, 2 Hour Learning (Remote) - $400,000/year USD
Abu Dhabi, UAE
2 Hour Learning seeks a Director of Educational Strategy to lead academic strategy, design learning frameworks, and serve as a public advocate. Requires an advanced degree in Learning Science or related field, 7+ years i
Director of Learning Strategy, 2 Hour Learning (Remote) - $400,000/year USD
Abu Dhabi, UAE
2 Hour Learning is seeking a Director of Learning Strategy to lead academic strategy, align execution across schools, and serve as the public advocate for their AI-driven learning model. Requires an advanced degree in le
Director of Educational Strategy, 2 Hour Learning (Remote) - $400,000/year USD
Abu Dhabi, UAE
Director of Learning Strategy, 2 Hour Learning (Remote) - $400,000/year USD
Abu Dhabi, UAE
Application Support Engineer, Trilogy (Remote) - $60,000/year USD
Dubai, UAE
Director of Academic Excellence, 2 Hour Learning (Remote) - $400,000/year USD
Dubai, UAE
Director of Academic Excellence, 2 Hour Learning (Remote) - $400,000/year USD
Dubai, UAE
Director of Learning Strategy, 2 Hour Learning (Remote) - $400,000/year USD
Abu Dhabi, UAE
Director of Educational Strategy, 2 Hour Learning (Remote) - $400,000/year USD
Abu Dhabi, UAE
Director of Learning Strategy, 2 Hour Learning (Remote) - $400,000/year USD
Abu Dhabi, UAE