Application Support Engineer, Trilogy (Remote) - $60,000/year USD

Company: Crossover

The difficult tickets do not require another script reader. They require someone capable of navigating ambiguous circumstances, misconfigured systems, conflicting evidence, upset customers, and AI-generated false leads—then determining what is genuinely broken. This position is designed for the support engineer drawn to the unresolved case: replicating the issue, examining logs, tracking API behavior, analyzing JSON payloads, distinguishing a 401 from a 404 from a 429, and leveraging AI rigorously without accepting it uncritically.
Most support organizations remain structured around ticket queues, templated responses, handoffs, and "known issue" documentation. We are constructing something fundamentally different. Routine inquiries are increasingly managed by AI and L1 processes, meaning human analysis is allocated to the most complex challenges. AI is not a threat to your role here. It is the instrument you command, validate, question, and confirm.
This position is not about copying AI-generated answers, making rapid guesses, awaiting direction, or escalating the instant the problem appears unfamiliar. It is not suited for someone who specializes deeply in one product and becomes paralyzed when the next ticket involves a different technology stack. It is about delivering the correct answer with the minimum customer interaction the issue permits: reproducing before prescribing solutions, investigating across tickets, Slack channels, knowledge bases, logs, configurations, and tangible evidence before escalating, and composing customer communications clear enough to defuse tension. The technical foundation is assumed: REST APIs, JSON, HTTP status codes, command line, and logs. That establishes your baseline. Sound judgment amid uncertainty is what makes you effective.
In this position, your responsibility is to retain ownership of the issue until it is either resolved or escalated with clarity, accompanied by diagnostic logic valuable enough for the subsequent agent and future AI workflows. You will find this role rewarding if the ticket that defies explanation is the one you most want to solve. You will find it frustrating if you require a single product, a single playbook, and external assistance to move forward. If that environment energizes you, please apply.
What You Will Be Doing
* AI-Augmented Customer Resolutions: Complex, escalated tickets addressed through the integration of thorough, hands-on investigation with AI that you control, anchor in verified documentation, and validate.
What You Won’t Be Doing
* Spending two full months onboarding; you will be expected to achieve competency on several products within the first month (we recognize this is demanding)
* Depending on your managers for assistance; if you are not skilled at self-unblocking, you will likely find this role challenging
Application Support Engineer Key Responsibilities
* Combine technical human judgment and AI tools to provide outstanding customer support, concentrating on intricate issues that AI cannot yet independently resolve
Basic Requirements
* 2+ years in a hands-on technical role such as technical support, customer support engineering, software engineering, QA, or sysadmin/DevOps. The title does not need to be "support."
* Comfortable making and reading REST API calls and JSON, interpreting HTTP status codes (such as 401 vs 404 and 429 vs 403), and working in a command line (CLI) and logs.
* Hands-on experience using generative AI tools (such as ChatGPT or Claude) in your daily technical work.
* Professional fluency in English, written and spoken.
* Able 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 just internal IT.
* API troubleshooting with tools like Postman or curl.
* A track record of troubleshooting across several unrelated products or tech stacks, not just one.
* Developer-grade depth: you can read code or trace an API call when the problem demands 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. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you!
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.
Crossover Job Code: LJ-3330-NG-Lagos-ApplicationSup.003

apply