Application Support Engineer - Trilogy (Remote)

Role Overview

This position focuses on resolving complex support tickets that require keen analytical skills beyond scripted responses. You will handle ambiguous problems, conflicting information, system misconfigurations, and misleading AI leads by diagnosing the true issue through thorough log analysis, API behavior tracking, and status code interpretation.

Unlike traditional support centered on standardized queues and templated replies, this role reserves human expertise for the most challenging cases, complementing AI utility with critical assessment rather than blind reliance.

Core Responsibilities

• Deliver clear, definitive solutions by fully owning each case until resolved or properly escalated with documented diagnostic reasoning.
• Perform deep troubleshooting including issue reproduction, extensive log and configuration review, and intelligent communication to ease customer concerns.
• Leverage AI tools as an aid to problem-solving, guiding, validating, and challenging AI outputs effectively.
• Quickly achieve proficiency across multiple products within the first month without extended onboarding periods.
• Balance independent problem resolution with maintaining clarity and knowledge sharing for the support team and future AI workflows.

Requirements

• Minimum 2 years’ experience in technical roles such as support engineering, software engineering, QA, system administration, or DevOps.
• Proficient with REST APIs, JSON payloads, HTTP status codes interpretation (e.g., 401, 404, 429), command-line interfaces, and log analysis.
• Regular use of generative AI tools (like ChatGPT or Claude) integrated in daily technical tasks.
• Fluent in professional English, both spoken and written.
• Able to work full-time on a schedule of 1:00 PM to 10:00 PM UTC (8:00 AM to 5:00 PM US Eastern).

Preferred Qualifications

• Experience providing support to enterprise or B2B SaaS customers rather than solely internal IT teams.
• Familiarity with API troubleshooting utilities such as Postman or curl.
• Demonstrated ability to troubleshoot multiple products or diverse technology stacks.
• Developer-level skills with capability to read source code or trace API calls when needed.

About Trilogy

Trilogy is a longstanding software powerhouse known for innovation, talent recruitment, and launching new ventures. Its platform supports hundreds of software companies with a focus on simple, customer-oriented designs and modern cloud architectures.

Joining Trilogy offers the opportunity to collaborate with talented professionals and accelerate career growth by working on ground-breaking technology projects.

Employment Terms

This is a full-time remote role working 40 hours weekly under an independent contractor agreement with Crossover as a Contractor of Record. The compensation rate is $30 USD per hour, projected annually at $60,000 USD based on 50 working weeks. Payments are issued weekly.