Complex Problem-Solving Support Engineer

Join Trilogy as a Complex Problem-Solving Support Engineer, tackling challenging support tickets with a mix of AI technology and expert analysis. This role requires you to think critically and work efficiently to resolve customer issues. As a support engineer, your focus will be on the most difficult cases that require an analytic approach rather than routine scripts.

With a required background of at least two years in technical support, you'll conduct deep dives into API behaviors, logs, and configurations. You’ll demonstrate your expertise by providing clear, concise solutions while efficiently managing customer interactions. Your investigative skills and ability to use AI tools effectively will set you apart.

Key Responsibilities: • Solve advanced, escalated requests using detailed troubleshooting • Analyze issues across tickets and document findings clearly • Employ AI tools while validating their effectiveness • Provide direct resolutions for complex customer problems • Maintain an organized log of all case details for future learning Requirements: • Located in North/South America, Australia, New Zealand, or the Philippines • At least 2 years in various technical support roles • Basic coding skills for issue resolution • Strong troubleshooting skills with attention to detail • Familiarity with AI applications in support contexts Become a key player in delivering outstanding technical support that makes a real difference at Trilogy. #J-18808-Ljbffr