In the majority of organizations, conventional customer support suffers from inefficiency and subpar performance. Support engineers often spend excessive time on routine, repetitive work or face challenges that exceed their limited areas of competence. Evidence indicates that more than 60% of support tickets require escalation due to the front-line team's insufficient skills or knowledge to address them effectively.Trilogy operates differently. Overseeing a portfolio of more than 100 enterprise software solutions, we have transformed the customer support model through cutting-edge AI technology. Our AI-driven chatbot resolves the majority of incoming issues, which means engineers focus exclusively on the most intricate and demanding challenges. Every ticket assigned to you will be difficult, diverse, and demand inventive problem-solving approaches.This role offers no room for gradual onboarding or constant supervision. If you require continuous direction, find self-directed learning difficult, or frequently ask questions with readily available answers, your tenure will be measured in days, not weeks. Achieving success demands a self-starter mentality, rapid adaptability, and the determination to solve problems autonomously.If you are prepared to confront the most challenging customer support scenarios, this position will drive your professional development at an unprecedented pace. You will develop extensive technical knowledge spanning a vast product ecosystem while making a direct impact on Trilogy's standard of excellence. If you are ready to test your capabilities, we encourage your application.What You Will Be DoingAI-Enhanced Issue Resolution: Examine escalated tickets that surpass AI system capabilities, apply specialized human judgment where AI proves inadequate, and subsequently refine the AI framework to close existing performance gapsWhat You Won't Be DoingSpending two full months on onboarding; you are expected to become proficient with multiple products in your first month (we recognize this expectation is demanding)Depending on management for assistance; if you cannot independently remove obstacles, this role will present significant difficultiesEngenheiro De Suporte Técnico Key ResponsibilitiesCombine specialized human technical knowledge with AI-driven tools to provide outstanding customer support, concentrating on sophisticated issues that remain beyond current AI resolution capabilitiesBasic RequirementsA minimum of 3 years of cumulative experience working in technical customer support positionsExpert-level proficiency with generative AI technologies (specifically, active use of multiple AI platforms, demonstrated ability to automate processes and build custom GPTs); experience limited to using LLMs for research, education, ideation, or content creation 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-COUNTRY-EngenheirodeSu