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

Customer expectations are rising while the support industry struggles with mounting complexity. Today's customers demand AI-driven, immediate resolutions, but most companies remain stuck in pilot phases, unable to convert AI into meaningful results. The challenge intensifies as projections indicate that by 2029, agentic systems will independently handle the majority of routine issues—creating a widening chasm between what customers expect and what most organizations currently deliver.

Our approach bridges this divide through a distinct model : AI-enhanced "cyborg" agents who combine sophisticated troubleshooting expertise with product knowledge and agentic AI capabilities. In this position, you will train, refine, and mentor the tools. Each resolution you deliver strengthens our automation framework, every root cause investigation becomes a repeatable pattern, and every complex scenario you decode enhances the system for thousands of future customers. This is the intersection where expert troubleshooting, human judgment, and AI coordination converge to achieve rapid resolutions now while building cumulative intelligence for the future.

This position requires hands-on problem resolution at production scale. You will investigate unclear failures spanning networks, databases, cloud infrastructure, and enterprise applications; use AI to formulate hypotheses, validate theories, and accelerate diagnosis; capture the human logic that trains our systems; and proactively identify trends that transform isolated fixes into lasting automations. This is not about following scripts, sorting tickets, or "escalating to Level 3." If you excel at creative problem-solving when documentation is sparse, if you can transition seamlessly from packet analysis to execution plans to workflow diagnostics, and if you\'re confident correcting an LLM when it errs, this role will suit you well.

What You Will Be Doing

• AI-Enhanced Customer Problem Resolution : Investigate sophisticated tickets escalated from AI systems, deploy human judgment in domains where AI underperforms, and subsequently enhance the AI framework to close capability gaps

What You Won’t Be Doing

Application Support Engineer Key Responsibilities

Basic Requirements

About Trilogy

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-CA-Kitchene-ApplicationSup.014

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