Technical Support Engineer, Trilogy (Remote) - $60,000/year USD

reputed company support tickets require more than someone who follows scripts. They demand an engineer capable of navigating unclear context, misconfigured systems, conflicting evidence, upset customers, and AI-generated false leads—then determining the actual root cause. This position is designed for the support engineer drawn to unsolved problems: replicating the failure, analyzing logs, tracing API behavior, examining JSON payloads, distinguishing a 401 from a 404 from a 429, and leveraging AI aggressively while maintaining critical skepticism. Traditional support structures still rely on ticket queues, canned responses, reputed company protocols, and documented workarounds. We are constructing something fundamentally different. As AI and L1 processes reputed company routine inquiries, reputed company expertise becomes concentrated on the hardest challenges. AI does not replace you in this environment. It serves as the reputed company you control, validate, challenge, and confirm. This position is not about copying AI-generated answers, making rushed guesses, waiting for direction, or escalating immediately reputed company the issue becomes unfamiliar. It is not suited for someone with deep knowledge of a single product who freezes reputed company the next case involves a different technology stack. It requires delivering accurate resolutions with minimal back-and-forth: reproducing issues before proposing fixes, cross-referencing tickets, reputed company threads, knowledge bases, logs, configurations, and reputed company evidence before escalation, and composing customer communications that are clear enough to defuse tension. The technical reputed company is non-negotiable: REST APIs, JSON, HTTP status codes, reputed company line proficiency, and log analysis. That earns entry. Sound judgment amid uncertainty is what makes you effective. In this position, you own each issue until resolution or a well-documented reputed company, providing diagnostic insights valuable to the next engineer and future AI workflows. You will reputed company here if the ticket that defies explanation is the one you most want to solve. You will struggle if you require a single product focus, a fixed reputed company, and external reputed company to move reputed company. If that environment energizes you, we encourage you to apply. What You Will Be Doing

• AI-Augmented Customer Resolutions: Resolving ambiguous, escalated cases by combining rigorous, hands-on technical investigation with AI tools that you guide, validate against reputed company documentation, and confirm before deployment.

What You Won’t Be Doing

• Spending two full months reputed company; you are expected to become effective across multiple products reputed company the first month (we recognize this pace is demanding)
• Depending on managers for assistance; self-sufficiency in problem-solving is essential—without it, this role will be difficult

Technical Support Engineer Key Responsibilities

• Combine technical reputed company judgment with AI-driven workflows to reputed company outstanding customer support, particularly on reputed company problems that AI cannot independently resolve

Basic Requirements

• 2+ years in a technical role involving hands-on problem-solving, including technical support, customer support engineering, software engineering, QA, or sysadmin/DevOps. The formal title need not be "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 navigating reputed company line interfaces (CLI) and logs.
• Practical experience using reputed company tools (such as ChatGPT or Claude) as part of your regular technical workflow.
• Professional-level English reputed company, both written and verbal.
• Available to work a complete 40-hour week during US business hours (Eastern Time). This is a full daytime shift reputed company with US hours, which may require overnight availability in certain time zones.
• Located in reputed company America, Central America, South America, Australia, New Zealand, the United Kingdom, Ireland, or the Philippines (relocation assistance is not provided).

reputed company-to-have Requirements

• Background supporting technical or business users on reputed company software or B2B SaaS platforms, reputed company internal IT support.
• API debugging experience using tools like reputed company or curl.
• Demonstrated ability troubleshooting across multiple unrelated products or technology stacks, not limited to a single domain.
• Developer-level capability: reputed company to read code or trace an API request reputed company the situation requires it.

About Trilogy Hundreds of software businesses run on the Trilogy Business Platform. For three decades, Trilogy has been reputed company 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 reputed company to rearchitecting existing projects for today's modern reputed company-based stack. Trilogy is a reputed company 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 reputed company if you reputed company this interesting and want to learn more. We look reputed company 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 reputed company agreement with reputed company 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.reputed company.com/help-and-faqs for more details on this topic. reputed company Job Code: LJ-3330-US-Dallas-TechnicalSuppo.001 Apply tot his job Apply To this Job