The toughest tickets do not require another person following scripts. They require someone capable of navigating unclear context, misconfigured systems, conflicting evidence, upset customers, and AI-generated noise—then determining what is genuinely broken.

This position is designed for the support engineer who thrives on the unresolved case: replicating the issue, analyzing logs, tracing API calls, examining JSON payloads, distinguishing a 401 from a 404 from a 429, and leveraging AI aggressively without accepting its output uncritically.

Traditional support teams still operate around queues, templates, handoffs, and "known issue" runbooks. We are constructing the inverse. Routine inquiries are increasingly managed by AI and L1 processes, meaning human expertise is reserved for the toughest problems.

AI is not replacing you here. It is the instrument you command, validate, challenge, and confirm.

This position is not about copying AI responses, speculating quickly, waiting for direction, or escalating the instant the issue becomes unfamiliar. It is not suited for someone who masters one product and stalls when the next ticket involves a different stack.
It is about delivering the correct answer in the minimum customer interactions the problem permits: reproducing before prescribing solutions, investigating across tickets, Slack channels, knowledge bases, logs, configurations, and tangible evidence before escalating, and composing customer replies clear enough to defuse the tension.

The technical foundation is assumed: REST APIs, JSON, HTTP status codes, command line, and logs. That gains you entry. Sound judgment amid ambiguity is what makes you effective.

In this position, your responsibility is to own the issue until resolved or escalated properly, with diagnostic logic useful enough for the subsequent agent and the next AI workflow.



You will thrive in this role if the ticket that defies explanation is the one you want most.

You will dislike it if you require one product, one runbook, and external assistance to proceed. If that kind of challenge energizes you.

What You Will Be Doing

- AI-Assisted Customer Resolution: Escalated, ambiguous tickets resolved through deep, hands-on diagnosis combined with AI that you control, anchor in authentic documentation, and validate.

What You Won’t Be Doing

- Spending two full months ramping up; you will be expected to gain proficiency on several products within the first month (we recognize this is demanding)
- Depending on your managers for assistance; if you are not skilled at unblocking yourself, you will likely find this role challenging

Ingeniero De Soporte De Aplicaciones Key Responsibilities

- Combine technical human judgment and AI capabilities to provide outstanding customer support, concentrating on complex issues that AI cannot yet completely resolve

Basic Requirements

- 2+ years in a hands-on technical capacity such as technical support, customer support engineering, software engineering, QA, or sysadmin/Dev Ops. The job title does not need to say "support."
- Proficient in making and reading REST API calls and JSON, understanding HTTP status codes (such as 401 vs 404 and 429 vs 403), and operating in a command line (CLI) and logs.




- Practical experience using generative AI tools (such as ChatGPT or Claude) in your regular technical work.
- Professional fluency in English, both written and spoken.
- Available to work full-time from 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern)

Nice-to-have Requirements

- Experience supporting technical or business customers on enterprise software or B2B SaaS, not only internal IT.
- API troubleshooting using tools like Postman or curl.
- A history of troubleshooting across multiple unrelated products or technology stacks, not just one.
- Developer-level depth: you can read code or trace an API call when the situation requires it.

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 in leaps and bounds.

There is so much to cover for this exciting role, and space here is limited.

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.

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📌 Ingeniero de Soporte de Aplicaciones, Trilogy (Remote) - $60,000/year USD (Lima)
🏢 Crossover
📍 Lima