Application Support Engineer, Trilogy (Remote) - $60,000/year USD
Crossover
Remote
Most support organizations remain structured around ticket queues, templated responses, handoffs, and "known issue" documentation. We are constructing the alternative. Routine support is progressively managed by AI and L1 processes, meaning human expertise is reserved for the most complex problems. AI is not your competitor in this role. It is the instrument you control, validate, challenge, and confirm.
This position is not about copying AI-generated responses, making rapid guesses, awaiting direction, or escalating the instant the issue becomes unfamiliar. It is not suited for someone who masters one product and stalls when the following ticket involves a different technology stack. It is about delivering the correct answer with the minimum number of customer interactions the problem permits: reproducing before proposing solutions, investigating across tickets, Slack channels, knowledge bases, logs, configurations, and actual evidence before escalating, and composing customer communications clear enough to defuse tension. The technical foundation is mandatory: REST APIs, JSON, HTTP status codes, command line interface, and logs. That qualifies you for consideration. Sound judgment in ambiguous situations is what makes you effective.
In this position, your responsibility is to own the problem until it is either resolved or escalated with precision, accompanied by diagnostic logic valuable enough for the subsequent agent and the next AI process. You will find this role rewarding if the ticket that defies explanation is the one you prefer most. You will find it frustrating if you require one product, one procedure, and external assistance to move forward. If that type of challenge motivates you, please apply.
What You Will Be Doing
- AI-Supported Customer Problem Resolution: Complex, escalated tickets addressed through a combination of thorough, practical troubleshooting and AI that you guide, anchor in verified documentation, and validate.
- Spending two full months learning the systems; you will be required to become proficient with multiple products within the first month (we recognize this is demanding)
- Depending on your managers for assistance; if you are not skilled at removing your own obstacles, you will probably find this role difficult
- Combine technical human judgment and AI tools to provide superior customer support, concentrating on complicated issues that AI cannot yet independently resolve
- 2+ years in a practical technical position such as technical support, customer support engineering, software engineering, QA, or sysadmin/DevOps. The job title does not need to say "support."
- Proficient in constructing and interpreting REST API calls and JSON, understanding HTTP status codes (such as 401 vs 404 and 429 vs 403), and operating in a command line interface (CLI) and logs.
- Practical experience utilizing generative AI tools (such as ChatGPT or Claude) in your regular technical work.
- Professional fluency in English, both written and spoken.
- Available to work full-time from 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern)
- Background supporting technical or business customers on enterprise software or B2B SaaS, not solely internal IT.
- API troubleshooting using tools like Postman or curl.
- Demonstrated experience troubleshooting across multiple unrelated products or technology stacks, not just one.
- Developer-level proficiency: you can read code or trace an API call when the situation requires it.
Hundreds of software businesses run on the Trilogy Business Platform. For three decades, Trilogy has been known for 3 things: Relentlessly seeking top talent, Innovating new technology, and incubating new businesses. Our technological innovation is spearheaded by a passion for simple customer-facing designs. Our incubation of new businesses ranges from entirely new moon-shot ideas to rearchitecting existing projects for today's modern cloud-based stack. Trilogy is a place where you can be surrounded with great people, be proud of doing great work, and grow your career by leaps and bounds.
There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you!
Working with us
This is a full-time (40 hours per week), long-term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record. The compensation level for this role is $30 USD/hour, which equates to $60,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult www.crossover.com/help-and-faqs for more details on this topic.
Crossover Job Code: LJ-3330-NG-Lagos-ApplicationSup.001