Customer expectations have evolved faster than the support industry can adapt. Today's customers expect instant, AI-driven answers, yet most organizations remain stuck in pilot mode, unable to translate AI into tangible results. The challenge is about to intensify. Agentic systems are expected to autonomously handle the majority of routine issues by 2029, creating a widening chasm between what customers demand and what current support structures can deliver.We are bridging this divide with a unique approach: AI-augmented "cyborg" agents who combine sophisticated troubleshooting expertise with product knowledge and agentic AI capabilities. In this position, you will train, refine, and guide the tools. Each fix strengthens our automation, each root cause investigation becomes a repeatable playbook, and each edge case you resolve enhances the system for thousands of future customers. This is the intersection of advanced troubleshooting, human judgment, and AI orchestration—delivering rapid resolutions now while building cumulative intelligence for the future.This position demands hands-on problem solving at production scale. You will diagnose ambiguous failures spanning networks, databases, cloud infrastructure, and enterprise applications; use AI to generate hypotheses, run tests, and accelerate resolution; capture the human reasoning that informs our systems; and proactively identify patterns that transform isolated fixes into lasting automations. This is not about following scripts, triaging tickets, or escalating to "Level 3." If you excel at creative thinking when documentation is sparse, if you can transition seamlessly from packet analysis to query optimization to workflow tracing, and if you're confident challenging an LLM when it's mistaken, this role will suit you.What You Will Be DoingAI-Enhanced Customer Solutions: Investigate complex tickets escalated by AI systems, apply specialized human knowledge where AI capabilities are insufficient, and subsequently enhance the AI system to bridge those gapsWhat You Won't Be DoingSpending two full months onboarding; you will be expected to become proficient with several products in your first month (we acknowledge this pace is demanding)Depending on your managers to unblock you; if you are not skilled at self-directed problem solving, this role will be challengingEngenheiro De Suporte Técnico Key ResponsibilitiesCombine specialized technical expertise with AI capabilities to provide outstanding customer support, concentrating on sophisticated issues that AI systems cannot yet fully addressBasic RequirementsMust be located in North or South AmericaMinimum 3 years of total experience in technical customer support rolesAdvanced proficiency with generative AI (i.e., experience with multiple AI tools, capability to automate workflows and build custom GPTs); if your LLM experience is limited to research, learning, brainstorming, or content creation, it will not meet this requirementAbout TrilogyHundreds 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 youWorking with usThis 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 for more details on this topic.Crossover Job Code: LJ-3330-BR-SãoPaulo-EngenheirodeSu.001Show more Show less