Application Support Engineer - Trilogy (Remote)

Overview

This role demands a support engineer who excels at untangling intricate issues that standard scripted responses cannot resolve. You will investigate ambiguous contexts, system misconfigurations, and conflicting data, working to accurately identify core problems amidst customer frustrations and AI-generated noise by replicating issues, analyzing logs, tracking API behaviors, and interpreting JSON payloads and HTTP status codes.

Role Expectations

Unlike traditional support setups that rely heavily on ticket queues and templated replies, this position leverages AI to handle routine queries, reserving human expertise for the most complex challenges. You will employ AI as a tool — critically validating and steering it rather than relying on it blindly. Mastery of multiple technologies and products is essential; rapid, accurate troubleshooting minimizing customer interactions is prioritized. The ability to independently investigate across various internal resources and clearly communicate with customers is critical. Your task is to take ownership of problems until resolved or escalated with comprehensive diagnostic insights, aiding both human agents and AI processes.

Key Responsibilities

• Effectively resolve top-tier, AI-supported customer issues through thorough troubleshooting combined with informed AI assistance.
• Rapidly gain proficiency across various products within the first month without lengthy onboarding periods.
• Demonstrate autonomy in overcoming obstacles without heavy managerial dependence.

Basic Requirements

• At least 2 years in a technical role with hands-on experience (technical support, customer engineering, software engineering, QA, sysadmin, or DevOps).
• Solid skills in crafting and interpreting REST API calls and JSON data; deep understanding of HTTP status codes like 401 vs 404 or 429 vs 403.
• Familiarity with command line interfaces and log analysis.
• Experience utilizing generative AI tools (e.g., ChatGPT or Claude) in technical problem solving.
• Fluency in English, both verbal and written.
• Availability to work full-time during 1:00 PM to 10:00 PM UTC (8:00 AM to 5:00 PM US Eastern Time).

Preferred Qualifications

• Experience supporting external clients on enterprise software or B2B SaaS platforms.
• API troubleshooting with tools such as Postman or curl.
• Proven ability to diagnose issues across diverse, unrelated technologies.
• Developer-level capability to read code and trace API calls when required.

About Trilogy

Trilogy powers hundreds of software businesses through their innovative business platform. Renowned for seeking top talent, pioneering technology innovations, and nurturing new ventures, Trilogy offers an environment of professional growth and technological advancement, fostering simple and customer-centric designs.

Additional Information

• This is a full-time, long-term position requiring an independent contractor agreement.
• Compensation is $30 USD per hour, equivalent to approximately $60,000 USD annually, based on a 40-hour workweek and 50 working weeks per year.
• Payments are disbursed weekly.
• Position is immediately open for hiring.