L2 Customer Support Engineer

Job Summary
Trilogy is seeking a highly skilled professional for a full-time remote role in advanced customer support, specializing in AI-augmented technical issue resolution. This position is distinct from traditional support roles by focusing on complex tickets escalated by AI systems, requiring exceptional problem-solving abilities and the capacity to work independently without constant supervision. The successful candidate will develop deep technical expertise across a wide range of enterprise software products while collaborating with cutting-edge AI technologies. This role demands a proactive attitude, rapid adaptability, and advanced proficiency in generative AI tools, making it an excellent opportunity for professionals eager to challenge themselves and accelerate their career growth in a dynamic, AI-driven environment.

Key Responsibilities
- Analyze and resolve complex customer support tickets that have been escalated by AI systems, applying human judgment and expertise where AI solutions are insufficient.
- Work collaboratively with AI platforms to enhance their accuracy and effectiveness by identifying and addressing knowledge gaps.
- Efficiently manage support across multiple product lines, with the expectation to ramp up on several products within the first month.
- Demonstrate strong self-reliance by independently unblocking and resolving issues without frequent managerial intervention.
- Combine technical knowledge with AI capabilities to provide exceptional customer service focused on challenging and nuanced problems.

Required Qualifications
- A minimum of 4 years’ experience in a technical customer support or engineering role is required; 5 years or more is preferred.
- Advanced proficiency in generative AI tools, including experience with multiple AI platforms, workflow automation, and custom GPT development. Candidates whose experience is limited to research, brainstorming, or content generation with large language models (LLMs) alone will not meet the criteria.
- Excellent spoken English communication skills are essential for interviews and ongoing collaboration.
- Ability to work remotely with a proactive, self-directed approach and minimal supervision.
- Willingness to provide full access to a Payoneer account for payment processing throughout the contract term.

Preferred Qualifications and Benefits
- Experience with AI tools such as ChatGPT, Claude, Grok, and other LLMs is highly valued.
- Candidates with a strong LinkedIn profile that highlights relevant experience and includes professional recommendations will be prioritized.
- Competitive monthly compensation of Rs 670,000.
- Contract employment offering full-time hours with the flexibility of remote work.
- Support is provided to help candidates successfully navigate Crossover’s testing process. Note that a 50% commission applies to payments processed through the Payoneer account for the duration of the contract.

This opportunity is best suited for individuals who thrive in fast-paced, technically demanding environments and who can operate independently with minimal onboarding or managerial guidance. Success in this role hinges on advanced technical expertise, adaptability, and the ability to solve complex problems autonomously within an AI-enhanced support framework. If you meet these qualifications and are motivated to advance your career at the forefront of AI-augmented customer service, Trilogy offers a compelling platform for professional growth and innovation.