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Senior Technical Support Analyst, Trilogy
vor 2 Wochen
Are you ready to revolutionize customer support? At Trilogy, we're not just solving problems—we're redefining the entire landscape of technical assistance. Forget mundane tickets and repetitive tasks. Here, you'll be at the forefront of AI-augmented support, tackling only the most challenging issues across our vast portfolio of 100+ enterprise software products.
This isn't your average support role. It's a high-stakes arena where every ticket is a complex puzzle waiting to be solved. We've eliminated the easy stuff—our AI handles that. What's left? The toughest, most intricate problems that even our advanced AI can't crack. That's where you come in.
If you thrive on intellectual challenges, learn at lightning speed, and can navigate complex technical landscapes without hand-holding, we want you. This role isn't for the faint-hearted or those who need constant guidance. It's for the elite problem-solvers who see impossible tasks as irresistible opportunities. Ready to push your limits and redefine what's possible in customer support? Let's talk.
**What you will be doing**
- Analyze intricate technical issues across a diverse range of enterprise software products
- Collaborate with AI systems, feeding your solutions back to improve and evolve our automated support capabilities
- Rapidly adapt to new technologies and products, expanding your technical repertoire at an unprecedented rate
- Drive customer satisfaction by resolving the most challenging issues that others can't tackle
**What you will NOT be doing**
- Wasting time on basic, repetitive support tickets—our AI has that covered
- Enjoying a leisurely onboarding process—you'll be diving into complex products within your first month
- Relying on constant managerial oversight—this role demands self-sufficiency and proactive problem-solving
- Sticking to a narrow technical niche—you'll be constantly expanding your expertise across diverse technologies
- Following rigid scripts or workflows—each challenge requires creative, out-of-the-box thinking
**Key Responsibilities**
Drive the evolution of AI-augmented customer support by seamlessly integrating human expertise with cutting-edge AI capabilities, ensuring unparalleled resolution of complex technical issues and continuously improving our automated systems.
- Native or near-native fluency in German
- Minimum of 2 years of experience in technical customer support or engineering roles
- Demonstrated proficiency in leveraging AI tools (e.g., ChatGPT, Perplexity, Cursor) in professional contexts
- Exceptional problem-solving skills and the ability to quickly learn and master new technologies
- Strong communication skills, both written and verbal, with the ability to explain complex technical concepts clearly
- Proven track record of self-directed learning and independent problem-solving in high-pressure environments
**This position is also known as**:
- Application Support Engineer
- Technical Support Engineer
- Senior Technical Support Engineer
