Customer support has become a battlefield of rising complexity and escalating expectations. Today's customers demand AI-driven, immediate solutions, yet most companies remain stuck in experimental phases, unable to transform AI into tangible results. The challenge is about to intensify. Industry forecasts suggest that by 2029, agentic systems will handle the majority of routine issues autonomously, creating a widening chasm between what customers expect and what organizations can deliver today.
Our approach bridges this divide through a distinct framework: AI-enhanced "cyborg" support specialists who combine sophisticated diagnostic expertise with product knowledge and agentic AI capabilities. In this position, you refine, repair, and mentor the technology. Each resolution strengthens our automation frameworks, every root cause investigation becomes a repeatable solution pattern, and every complex scenario you decode enhances system performance for thousands of future customers. This role sits at the intersection of advanced diagnostics, human judgment, and AI coordination to deliver superior resolutions now while building compounding intelligence for the future.
This position demands hands-on technical problem-solving at production scale. You will investigate ambiguous failures spanning networks, databases, cloud infrastructure, and enterprise applications; harness AI to formulate hypotheses, validate theories, and accelerate resolution; capture the human reasoning that trains our systems; and proactively identify patterns that convert one-time fixes into lasting automation. This is not about following scripts, sorting tickets, or escalating to senior engineers. If you excel at creative problem-solving when documentation is sparse, if you can pivot seamlessly from packet analysis to execution plans to workflow traces, and if you're confident challenging an LLM's conclusions, this role will suit you well.
What You Will Be Doing
AI-Enhanced Customer Problem Resolution: Investigate complex support cases escalated from AI systems, apply human judgment where AI capabilities are limited, and subsequently enhance the AI system to narrow those gaps
What You Won't Be Doing
Spending two full months onboarding; you will need to achieve proficiency across multiple products within your first month (we recognize this timeline is demanding)
Depending on management for assistance; if you cannot effectively remove your own obstacles, this role will present significant challenges
Engenheiro De Suporte Técnico Key Responsibilities
Combine technical human judgment with AI tools to provide outstanding customer support, concentrating on sophisticated problems that AI cannot yet independently address
Basic Requirements
Must be located in North or South America
Minimum of 3 years total experience in technical customer support positions
Fundamental coding abilities for troubleshooting and bug resolution purposes
Diagnostic Capabilities: Translating technical complexity into accessible explanations, exhibiting thorough problem comprehension, identifying appropriate troubleshooting approaches, presenting multiple resolution options, and maintaining meticulous attention to detail
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 for more details on this topic.
Crossover Job Code: LJ-3330-BR-RiodeJan-EngenheirodeSu
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