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 outside 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 enterprise software products, we've redefined customer support with advanced AI. Most issues are handled by our AI-powered chatbot, leaving only the most complex 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 tend to ask obvious questions, you won't last two weeks. Success requires a proactive mindset, the ability to adapt quickly, and the drive to figure things out independently. If you're ready to step up and tackle the toughest problems in customer support, this role will accelerate your growth like nothing else. You'll gain unparalleled technical expertise across a massive product portfolio while contributing directly to Trilogy's reputation for excellence. If you are up to the task of pushing your limits, we'd love to see you apply.

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