Application Support Engineer - Remote

Role Overview

This role focuses on resolving the most challenging technical support tickets that cannot be addressed by standard scripts or routine procedures. It requires someone capable of navigating unclear situations, diagnosing misconfigured systems, analyzing conflicting evidence, and working with artificial intelligence tools critically rather than blindly accepting AI-generated outputs.

Traditional support processes involving ticket queues and scripted handoffs are being replaced by advanced AI handling routine queries, reserving human expertise for complex problem-solving. The successful candidate will engage deeply in reproducing failures, analyzing API calls and JSON payloads, interpreting HTTP codes, and leveraging AI guidance effectively.

Key Responsibilities

• Resolve technically complex, escalated customer tickets by combining hands-on troubleshooting with AI-augmented processes.
• Take ownership of issues from diagnosis through resolution or clear escalation, ensuring diagnostic insights benefit subsequent handling and AI improvements.
• Work with multiple products and varied technology stacks, demanding versatile technical adaptability and strong judgment in ambiguous scenarios.
• Prepare clear and composed communications to customers to manage expectations and defuse tension.

Work Environment and Expectations

• Expected to become proficient with several product technologies within the first month without prolonged onboarding periods.
• Self-sufficiency is critical; dependence on managerial assistance for overcoming blockers is discouraged.
• Work schedule is full-time, 40 hours per week, from 1:00 PM to 10:00 PM UTC.

Required Qualifications

• At least 2 years in a practical technical role including support engineering, software engineering, QA, system administration, or DevOps.
• Proficient with REST API calls, JSON handling, and interpretation of HTTP status codes (e.g., distinguishing 401 from 404 or 429 from 403).
• Comfortable working with command line interfaces and analyzing system logs.
• Experience using generative AI tools like ChatGPT or Claude in technical tasks.
• Professional proficiency in written and spoken English.
• Availability to work the specified UTC schedule full-time.

Preferred Qualifications

• Experience dealing with enterprise or B2B SaaS customers rather than solely internal IT support.
• Familiarity with API testing utilities such as Postman or curl.
• Demonstrated ability troubleshooting across multiple unrelated technology stacks.
• Developer-level skills including reading code and tracing API calls when required.

About the Employer

For over thirty years, Trilogy has driven innovation by relentlessly pursuing top talent, developing cutting-edge technologies, and incubating new business ventures. Their platform supports hundreds of software companies, focusing on simple customer-facing designs and modern cloud architectures.

Joining Trilogy means collaborating with skilled professionals, contributing impactful work, and advancing your career significantly.

Compensation and Contract Details

This full-time, remote position offers $30 per hour, equivalent to $60,000 per year based on 40 hours per week over 50 weeks annually. Payment is made weekly. Employment is through an independent contractor agreement with Crossover as the acting contractor of record.