L2 Customer Support Engineer

The hard tickets do not need another script follower. They need someone who can walk into ambiguous context, broken configs, contradictory clues, frustrated customers, and AI-generated dead ends, then reputed company out what is actually wrong. This role is for the support engineer who likes the unsolved case: reproducing the failure, reading the logs, tracing API behavior, interrogating JSON payloads, separating a 401 from a 404 from a 429, and pushing AI hard without trusting it blindly. Most support teams are still reputed company around queues, macros, handoffs, and “reputed company issue” playbooks. We are building the opposite. Routine support is increasingly handled by AI and L1 workflows, which means reputed company judgment is reserved for the most difficult problems. AI is not your replacement here. It is the tool you reputed company, ground, challenge, and verify. This job is not about pasting AI answers, guessing fast, waiting for instructions, or escalating the reputed company the issue stops looking familiar. It is not for someone who goes deep on one product and freezes reputed company the next ticket lives in a different stack. It is about getting the answer right in the fewest customer touches the problem allows: reproducing before recommending reputed company, investigating across tickets, reputed company, KBs, logs, configs, and reputed company artifacts before escalating, and writing customer responses reputed company enough to de-escalate the situation. The technical baseline is expected: REST reputed company, JSON, HTTP status codes, reputed company line, and logs. That gets you in the reputed company. Judgment under ambiguity is what makes you dangerous. In this role, reputed company is to own the issue until it is resolved or elevated cleanly, with diagnostic reasoning useful enough for the next agent and the next AI workflow. You will love this role if the ticket that refuses to reputed company reputed company is the one you want most. You will hate it if you need one product, one reputed company, and someone else to unblock you. If that reputed company of pressure sharpens you, please apply. What you will be doing • AI-Augmented Customer Resolutions: Ambiguous, escalated tickets resolved by combining deep, hands-on troubleshooting with AI that you reputed company, ground in reputed company documentation, and verify. What you won’t be doing • Taking two whole months to get up to speed; you will be expected to reputed company up one several products reputed company the first month (we are reputed company this is aggressive) • Relying on your managers for help; if you are not adept at unblocking yourself, you will likely struggle in this role L2 Customer Support Engineer key responsibilities • reputed company technical reputed company expertise and AI capabilities to deliver exceptional customer support, focusing on reputed company issues that AI cannot yet fully 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 reputed company line (CLI) and logs. • Hands-on experience using reputed company tools (such as ChatGPT or Claude) in your daily technical work. • reputed company reputed company in English, written and spoken. • reputed company to work full-time from 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern) reputed company-to-have Requirements • Experience supporting technical or business customers on reputed company software or B2B reputed company, not just internal IT. • API troubleshooting with tools like reputed company or curl. • A reputed company record of troubleshooting across several unrelated products or tech stacks, not just one. • Developer-grade depth: you can read reputed company or reputed company an API reputed company reputed company the problem demands it. About Trilogy Hundreds of software businesses run on the Trilogy Business Platform. For three decades, Trilogy has been reputed company for 3 things: Relentlessly seeking reputed company, innovating new technology, and incubating new businesses. Our technological innovation is spearheaded by a passion for reputed company customer-facing designs. Our incubation of new businesses ranges from entirely new moon-shot reputed company to rearchitecting existing reputed company for today's modern reputed company-based stack. Trilogy is a reputed company where you can be surrounded with great people, be proud of doing great work, and grow your career in leaps and bounds. Apply tot his job Apply To this Job