Senior Technical Support Analyst, Trilogy
il y a 2 semaines
Welcome to the future of technical support, where AI handles the routine, and you tackle the extraordinary. At Trilogy, managing 100+ enterprise software products, we've revolutionized customer support through cutting-edge AI integration. But here's the twist - we need exceptional human talent to handle what AI can't.
Forget everything you know about traditional support roles. When our AI chatbot handles 90% of standard inquiries, you'll be diving into the most intricate technical challenges that even artificial intelligence finds puzzling. This isn't your average support position - it's a masterclass in problem-solving at the intersection of human expertise and AI capabilities.
Let's be crystal clear: this role demands immediate impact. We're looking for self-starters who thrive in complexity and autonomy. If you need constant supervision or struggle with independent problem-solving, this isn't your arena. But if you're energized by challenging puzzles and ready to push the boundaries of technical support excellence, you've found your calling.
**What you will be doing**
You'll be the bridge between AI and human expertise, focusing on:
- Mastering the art of complex problem resolution where AI reaches its limits
- Contributing to the evolution of our AI systems by identifying improvement opportunities
- Delivering sophisticated technical solutions that enhance our AI-powered support ecosystem
**What you will NOT be doing**
To set clear expectations, this role is not about:
- Gradual onboarding - you'll need to master multiple products within your first month
- Manager-dependent problem-solving - self-sufficiency is non-negotiable
- Handling basic support tickets - our AI takes care of those
**Key Responsibilities**
Your core mission will be to:
- Seamlessly blend human technical expertise with AI capabilities
- Pioneer solutions for complex technical challenges that push beyond AI's current capabilities
- Drive continuous improvement in our AI-human support ecosystem
- Native or business-level German language proficiency
- Minimum 2 years of hands-on technical support or engineering experience
- Demonstrated expertise with AI tools like ChatGPT, Perplexity, or Cursor in professional settings
- Exceptional problem-solving abilities and self-directed learning skills
**This position is also known as**:
- Application Support Engineer
- Technical Support Engineer
- Senior Technical Support Engineer
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