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

📌 Ingeniero de Soporte de Aplicaciones, Trilogy (Lima)
🏢 Crossover
📍 Lima