Ingeniero de Soporte Técnico, Trilogy

Ingeniero de Soporte Técnico, Trilogy (Remote) - $60,000/year USD Join to apply for the Ingeniero de Soporte Técnico, Trilogy (Remote) - $60,000/year USD role at Crossover Base pay range $30.00/hr - $30.00/hr Customer expectations have climbed while the support industry struggles with mounting complexity. Today's customers anticipate AI‑driven, immediate solutions, yet most companies remain stuck in pilot mode, unable to translate AI into tangible results. Another leap is approaching: agentic systems are expected to resolve the majority of routine issues autonomously by 2029, creating a widening chasm between what customers expect and what organizations deliver today. We are bridging that divide with a new approach: AI‑enhanced “cyborg” agents who combine sophisticated troubleshooting skills with product knowledge and agentic AI capabilities. In this position, you will train, refine, and mentor the tools themselves. Each fix strengthens our automation layer, each root‑cause investigation becomes a scalable playbook, and each edge case you resolve sharpens the system for thousands of future customers. This is the intersection of advanced diagnostics, human judgment, and AI orchestration—delivering faster outcomes now while building compounding intelligence for the future. This role demands hands‑on, production‑level problem solving. You will investigate ambiguous failures spanning networks, databases, cloud infrastructure, and enterprise applications; use AI to generate hypotheses, run tests, and accelerate resolution; capture the human reasoning that trains our systems; and identify patterns proactively to convert isolated fixes into lasting automation. This is not about following scripts, triaging tickets, or escalating to Level 3. If you excel at lateral thinking when documentation is scarce, if you transition seamlessly from packet analysis to query optimization to workflow tracing, and if you know when to correct an LLM, you will thrive here. What You Will Be Doing AI-Enhanced Customer Issue Resolution: Examine escalated tickets flagged by AI systems, apply human judgment where AI capabilities are insufficient, and subsequently enhance the AI system to close those gaps. What You Won’t Be Doing Spending two full months onboarding; you will be expected to become proficient with multiple products within the first month (we acknowledge this is demanding). Depending on managers for unblocking; if you cannot independently remove obstacles, this role will present significant challenges. Ingeniero De Soporte Técnico Key Responsibilities Combine technical human judgment with AI tools to provide outstanding customer support, concentrating on sophisticated issues that AI cannot yet independently address. Basic Requirements Must be located in North or South America. Minimum 3 years of total experience in technical customer support roles. Advanced proficiency with generative AI (i.e., use of multiple AI platforms, capability to automate workflows and build custom GPTs); experience limited to LLM use for research, learning, brainstorming, or content creation will not meet this requirement. 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. 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 for more details on this topic. Crossover Job Code: LJ-3330-AR-BuenosAi-IngenierodeSop Seniority level Associate Employment type Full‑time Job function Engineering, Information Technology, and Customer Service Industries Software Development, IT Services and IT Consulting, and Telecommunications #J-18808-Ljbffr