Customer expectations in the support industry are rising while complexity multiplies. Modern customers demand instant, AI-driven answers, yet most companies remain stuck in pilot phases, unable to convert AI into measurable results. The challenge intensifies further: industry forecasts predict that by 2029, agentic systems will autonomously handle the majority of routine issues, creating a widening chasm between what customers expect and what most organizations deliver today.Our approach bridges this divide through a distinct framework: AI-enhanced "cyborg" agents who combine sophisticated troubleshooting expertise with product knowledge and agentic AI capabilities. In this position, you will train, refine, and guide these tools. Each resolution you engineer strengthens our automation layer, every root cause investigation becomes a repeatable solution pattern, and every complex scenario you decode enhances the system for thousands of future customers. This role sits at the intersection of advanced technical problem-solving, human analytical thinking, and AI coordination to deliver rapid resolutions now while building compounding intelligence for the future.This position demands hands-on technical work at the production level. You will diagnose ambiguous failures spanning networks, databases, cloud infrastructure, and enterprise applications; harness AI to generate hypotheses, validate theories, and accelerate resolution; capture the human reasoning that trains our systems; and proactively identify patterns that transform isolated fixes into lasting automation. This is not about following scripts, triaging tickets, or escalating to "Level 3." If you excel at creative problem-solving when documentation is sparse, if you transition seamlessly from packet analysis to query optimization to workflow diagnostics, and if you're prepared to correct an LLM when it produces incorrect output, this role will suit you.What You Will Be DoingAI-Enhanced Customer Issue Resolution: Examine complex support cases escalated by AI systems, deploy human technical expertise where AI capabilities are insufficient, and subsequently refine the AI system to narrow these gapsWhat You Won't Be DoingSpending two full months on onboarding; you are expected to achieve proficiency across multiple products within your first month (we recognize this expectation is demanding)Depending on management for unblocking; if you are not skilled at removing your own obstacles, this role will present significant challengesEngenheiro De Suporte Técnico Key ResponsibilitiesCombine advanced technical human judgment with AI system capabilities to provide outstanding customer support, concentrating on intricate issues that AI systems cannot yet independently resolveBasic RequirementsMust be located in North or South AmericaMinimum of 3 years total experience in a technical customer support positionAdvanced proficiency with generative AI tools (i.e., experience with multiple AI platforms, capability to automate workflows and build custom GPTs); if your LLM usage has been limited to research, learning, brainstorming, or content creation, that will be considered insufficientAbout 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-EngenheirodeSuShow more Show less