Application Support Engineer

Complex support cases do not require another person following scripts. They demand someone capable of navigating unclear circumstances, misconfigured systems, conflicting evidence, unhappy users, and AI outputs that lead nowhere—then determining the actual root cause. This position is designed for the support engineer who thrives on unresolved issues: replicating the problem, analyzing logs, examining API responses, inspecting JSON structures, distinguishing between 401, 404, and 429 errors, and leveraging AI strategically without blind reliance.

Traditional support organizations remain structured around ticket queues, templated responses, handoff protocols, and documented resolution playbooks. Our approach is fundamentally different. Standard support inquiries are progressively managed through AI and first-level processes, reserving human expertise for the most challenging scenarios. AI does not replace you in this environment. It serves as the instrument you command, validate, question, and confirm.

This position does not involve copying AI-generated responses, making hasty assumptions, awaiting direction, or escalating immediately when familiarity ends. It is not suited for those who specialize deeply in a single product yet become paralyzed when confronting different technology stacks. Success means delivering accurate answers with minimal back-and-forth: reproducing issues before suggesting solutions, investigating across multiple sources including tickets, Slack conversations, knowledge bases, system logs, configuration files, and actual evidence before escalation, and composing customer communications precise enough to reduce tension. The technical foundation is assumed: REST APIs, JSON formats, HTTP response codes, command-line interfaces, and log analysis. That foundation grants entry. Decision-making amid uncertainty is what makes you valuable.

Your responsibility in this role is to maintain ownership of each issue until resolution or proper escalation, providing diagnostic analysis sufficiently detailed for subsequent agents and future AI processes. This role suits you if the ticket that defies explanation is exactly what you seek. It does not suit you if you require a single product domain, fixed procedures, and external intervention to progress. If such demands energize you, we encourage your application.

What You Will Be Doing

• AI-Enhanced Issue Resolution: Resolve unclear, escalated cases by integrating rigorous hands-on investigation with AI tools you control, anchor in verified documentation, and validate for accuracy.

What You Won’t Be Doing

• Spending two full months ramping up; you will be required to become proficient across multiple products in the first month (we recognize this pace is demanding)
• Depending on managers for assistance; if you cannot effectively remove your own blockers, this role will present significant challenges

Application Support Engineer Key Responsibilities

• Combine advanced technical human judgment with AI tools to provide outstanding customer support, concentrating on intricate problems that AI cannot yet independently address

Basic Requirements

• Must be located in one of these regions: North America, South America, Australia, New Zealand, Philippines
• Minimum 2 years of experience in technical customer support
• Foundational coding ability for troubleshooting and bug resolution purposes
• Diagnostic Capabilities: Articulating complicated problems clearly, exhibiting robust problem comprehension, suggesting appropriate diagnostic approaches, offering multiple resolution options, and maintaining thoroughness
• AI Competency: Solid grasp of AI technologies and their application in support operations, including awareness of their capabilities, constraints, and effective deployment for accelerated problem resolution

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 by 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-AU-Melbourn-ApplicationSup.007