Escalation Engineer, Trilogy
@ Trilogy

Hybrid
$60,000
Hybrid
Full Time
Posted 16 hours ago

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Job Details

Introducing Escalation Engineer, Trilogy

Ready to revolutionize customer support? At Trilogy, the next-generation support ecosystem blends advanced AI with human expertise to tackle extraordinary challenges.

Role Overview

This is not your typical support role. With over 60% of standard inquiries managed by AI for 100+ enterprise software products, you will be the critical backup when human insight is needed. The role demands self-driven problem solvers who thrive on complex challenges and independence.

What You Will Be Doing

  • Bridge AI and human expertise for complex problem resolution.
  • Contribute insights to enhance our generative AI systems.
  • Deliver sophisticated technical solutions across a vast product landscape.

What You Won't Be Doing

  • Following a prolonged onboarding process.
  • Relying on constant guidance or hand-holding.
  • Handling basic tickets already managed by AI.

Key Responsibilities

  • Resolve technical challenges that exceed AI capabilities.
  • Enhance AI systems with practical, real-world insights.
  • Maintain technical excellence across our product portfolio.

Basic Requirements

  • 3+ years of proven technical support experience.
  • Advanced experience with generative AI, workflow automation, and custom GPT development.
  • Must be located in the Americas.
  • Exceptional self-learning and independent problem-solving skills.

About Trilogy

For three decades, Trilogy has been at the forefront of technology innovation, talent acquisition, and business incubation. Work among great people and grow your career by pushing the boundaries of what's possible.

Working with Us

This full-time (40 hours/week) long-term position is available immediately under an independent contractor agreement with Crossover. The compensation is $30 USD/hour, equivalent to $60,000 USD/year (based on 40 hours/week and 50 weeks/year), with weekly payments.

Crossover Job Code: LJ-3330-US-COUNTRY-EscalationEngi.001

Key skills/competency

  • Technical Support
  • Generative AI
  • Problem-Solving
  • Workflow Automation
  • Custom GPT
  • Complex Troubleshooting
  • Independent Work
  • Enterprise Software
  • Innovation
  • Customer Support
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How to Get Hired at Trilogy

🎯 Tips for Getting Hired

  • Research Trilogy's culture: Review mission, values, and tech innovations.
  • Customize your resume: Highlight technical support and AI experience.
  • Prepare real examples: Showcase complex problem-solving scenarios.
  • Practice technical interviews: Focus on generative AI and workflow automation.

📝 Interview Preparation Advice

Technical Preparation

Review advanced generative AI concepts.
Practice custom GPT development techniques.
Study enterprise software technical challenges.
Refine workflow automation skills.

Behavioral Questions

Describe a time you solved unscripted problems.
Explain independent decision-making in complex scenarios.
Discuss adapting under pressure.
Share examples of self-driven learning.

Frequently Asked Questions