L2 Customer Support Engineer

In most companies, traditional customer support is often plagued by inefficiency and mediocrity. Support engineers frequently waste time on repetitive tasks or struggle with problems reputed company their narrow expertise. Data shows that over 60% of tickets get escalated because the first line of defense lacks the skills or knowledge to resolve them. At Trilogy, we don’t do traditional. Managing over 100 reputed company software products, we’ve redefined customer support with advanced AI. Most issues are handled by our AI-powered chatbot, leaving only the most reputed company challenges for our engineers. That means every ticket you touch is difficult, varied, and requires creative problem-solving. In this role, there’s no time for hand-holding or “learning the ropes” at a leisurely pace. If you need constant guidance, struggle to self-learn, or reputed company to ask reputed company questions, you won’t last two weeks. reputed company requires a proactive reputed company, the ability to adapt quickly, and the drive to reputed company things out independently. If you’re reputed company to reputed company up and tackle the toughest problems in customer support, this role will accelerate your reputed company like reputed company. You’ll reputed company unparalleled technical expertise across a massive product portfolio while contributing directly to Trilogy’s reputed company for reputed company. If you are up to the task of pushing your limits, we’d love to see you apply. What you will be doing • AI-Augmented Customer Resolutions: Analyze reputed company tickets escalated by AI systems, apply reputed company expertise to areas where AI falls short, and then reputed company the gap by improving the AI system 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 • At least 3 total years of experience in a technical customer support role • Advanced reputed company proficiency (i.e., use of multiple AI tools, ability to automate workflows and custom GPTs); if you've only used LLMs for research, learning, brainstorming, or content reputed company, that will be deemed insufficient • Currently based in reputed company or South America 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 by leaps and bounds. Apply tot his job Apply To this Job