Technical Support Engineer – Trilogy Platform (Remote)
Remote · Full Time
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- Experience
- 2+ yrs
- Salary
- USD 60,000 – USD 60,000 / year
- Openings
- 1
- Posted
- 7 மணி நேரம் முன்
- Work mode
- Work from home
- Resume
- Required to apply
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Job description
Role Overview
This position is designed for experienced support engineers who excel at solving complex, ambiguous technical issues beyond scripted solutions. You will analyze unclear contexts, troubleshoot misconfigurations, and resolve difficult problems by examining logs, API calls, JSON data, and HTTP status codes. The role requires skillful use of AI tools as aides, not crutches, in diagnosing and resolving cases.
Responsibilities
- Leverage AI-enhanced analysis combined with hands-on investigation to resolve intricate, escalated customer support tickets.
- Retain ownership of tickets from start to finish, performing diligent diagnosis before escalating issues with detailed diagnostic information.
- Work independently to reproduce issues, search across multiple resources (tickets, Slack, knowledge bases, logs), and deliver clear and concise communications to customers.
Requirements
- Minimum two years of direct technical experience in roles such as technical support, customer support engineering, software engineering, QA, or DevOps/sysadmin.
- Proficient understanding and hands-on experience with REST APIs, JSON payloads, HTTP status codes (e.g., 401, 404, 429), command-line interface (CLI) operations, and log analysis.
- Practical use of generative AI tools like ChatGPT or Claude in daily technical workflows.
- Professional-level English communication skills, both written and verbal.
- Availability to work full-time on schedule from 1:00 PM to 10:00 PM UTC (8:00 AM to 5:00 PM US Eastern time).
Preferred Qualifications
- Experience providing technical support to enterprise or B2B SaaS customers beyond internal IT support.
- Competency in API troubleshooting using tools such as Postman or curl.
- Proven ability to troubleshoot across diverse technology stacks and unrelated products.
- Developer-level skills to read code and trace API calls as part of problem diagnosis.
About Trilogy
Trilogy powers hundreds of software companies through its innovative business platform. Known for recruiting outstanding talent, driving technology innovation, and incubating new ventures, Trilogy emphasizes simple, customer-focused designs and modern cloud architectures. Join a collaborative environment where you can excel and rapidly advance your career.
Work Conditions and Compensation
This is a remote, full-time role requiring 40 hours per week. The role is immediately available under an independent contractor agreement with Crossover. Compensation is set at $30 USD per hour, translating to an annual income of approximately $60,000 USD, based on 40 hours/week and 50 working weeks per year. Payments are issued weekly.