You thrive on difficult challenges. The unusual edge cases. The support tickets where documentation runs out, monitoring tools contradict each other, and colleagues have no answer. AI, systems, software, and troubleshooting energize you, but you have no interest in processing routine inquiries that automation should have eliminated long ago.
We are building AI-enhanced "cyborg" support specialists: professionals who combine advanced technical diagnostics with product knowledge and AI agent capabilities. In this position, you determine which technical problems merit human analysis, which should never need human intervention again, and how to convert today's most challenging tickets into tomorrow's automated solutions. AI is your constant companion: you correct it, guide it, program it, and train it to shoulder more responsibility.
Each complex failure you resolve transforms into a reusable prompt, process, or automation. Each root cause you identify strengthens the platform. Rather than addressing the same problem for the hundredth time, you concentrate on issues that existing AI cannot yet resolve, then you eliminate that limitation. The outcome is reduced routine work, accelerated resolutions, and a support infrastructure that scales your knowledge exponentially.
This represents a rare chance to develop AI proficiency without processing mundane tickets daily. If you enjoy lateral thinking when solutions aren't apparent, transitioning seamlessly from packet analysis to execution plans to workflow traces, and explaining to an LLM precisely where its reasoning fails, this environment will suit you perfectly.
What You Will Be Doing
AI-Enhanced Customer Issue Resolution: Investigate complex support cases escalated by AI systems, apply human judgment to situations where AI capabilities are insufficient, then eliminate that gap by enhancing the AI platform
What You Won’t Be Doing
Spending two full months on onboarding; you will need to achieve proficiency on multiple products within your first month (we acknowledge this expectation is demanding)
Depending on management for assistance; if you cannot remove your own blockers effectively, this role will present significant challenges
Engenheiro De Suporte Técnico Key Responsibilities
Combine technical human judgment and AI systems to provide outstanding customer support, concentrating on sophisticated issues that AI cannot yet completely address
Basic Requirements
Must be located in North or South America
Minimum 3 years total experience in technical customer support positions
Foundational coding ability for troubleshooting and bug resolution purposes
Diagnostic Capabilities: Communicating complex technical matters in accessible language, displaying solid problem comprehension, suggesting appropriate diagnostic approaches, offering multiple resolution options, and exhibiting thoroughness
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-BR-SãoPaulo-EngenheirodeSu.002
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