Technical Support Engineer - Remote (United Arab Emirates)

Role Overview

This role demands an adept engineer capable of handling the most intricate and unclear technical issues without relying solely on scripted responses. Candidates must skillfully analyze misconfigurations, conflicting data, client concerns, and AI-generated inaccuracies to identify the true causes of problems.

Unlike traditional support roles that use queues, templates, and routine escalations, this position emphasizes leveraging AI as a tool under human control, focusing on complex cases where human expertise is essential. The engineer should independently investigate and resolve issues by reproducing bugs, examining logs, APIs, JSON payloads, and distinguishing between specific HTTP statuses such as 401, 404, or 429 with sound judgment.

Key Responsibilities

• Utilize AI assistance judiciously to solve escalated, ambiguous technical tickets, validating and contesting AI suggestions through thorough research and evidence.
• Maintain ownership of issues until fully resolved or appropriately escalated with clear diagnostic documentation for subsequent handlers and future AI learning.
• Become proficient with multiple products and technologies within the initial 30 days to handle diverse tickets effectively without heavy managerial reliance.

Required Qualifications

• At least two years in technical roles such as technical support, software engineering, QA, DevOps, or similar fields requiring hands-on experience rather than just job title.
• Strong command of REST API construction and analysis, JSON interpretation, various HTTP status codes, command-line interface usage, and log file examination.
• Experience integrating generative AI tools (e.g., ChatGPT, Claude) in daily technical workflows.
• Fluency in professional written and spoken English.
• Availability for full-time work from 1:00 PM to 10:00 PM UTC (equivalent to 8:00 AM to 5:00 PM US Eastern time zone).

Desirable Skills

• Experience supporting enterprise software or B2B SaaS customers beyond internal IT functions.
• Proficiency using API testing tools such as Postman or curl for troubleshooting.
• Ability to debug issues across multiple unrelated technology stacks, rather than specializing in a single product.
• Developer-level understanding to interpret code or follow API transactions as needed.

About Trilogy

Trilogy powers hundreds of software businesses through its platform and has earned a reputation for relentless talent acquisition, technological innovation, and incubating new ventures. With a focus on modern cloud technologies and simple user-centric designs, Trilogy fosters an environment where employees can thrive and achieve rapid career growth.

Additional Information

This full-time position constitutes 40 hours per week and is available immediately. Employment is contracted through Crossover as the official Contractor of Record. Compensation stands at $30 USD per hour, totaling $60,000 USD annually based on 40 hours weekly and 50 weeks per year. Salary payments are disbursed weekly.