Senior Technical Support Engineer, Trilogy (Remote) - $60,000/year USD

The tech industry is plagued by frequent product outages, operational inefficiencies, and reactive customer support that leaves users frustrated and dissatisfied. Data shows that downtime costs companies an average of $5,600 per minute, yet many still struggle with slow issue resolution and a lack of cross-team coordination.

At Trilogy, we do things differently. We’ve built a fast-paced, accountability-driven culture where autonomy reigns. You won’t just be resolving issues; you’ll be taking full ownership of product health. Every decision you make directly impacts the reliability of our products and the satisfaction of our customers. Our approach is proactive, rather than scrambling to fix what’s already broken. If you’re the type who thrives on strategic thinking and operational excellence, this is where you can shine.

This isn’t a support role where you’re just checking off tickets. You’ll be running the entire show when it comes to product operations. You’ll triage incoming requests, troubleshoot real-time issues, and make fast, high-impact decisions every single day. This role demands someone who’s comfortable with autonomy and thrives on the challenge of keeping a product healthy in a high-pressure environment. If you love making quick, strategic decisions that directly impact the product’s success and reliability, you’ll thrive here.

As part of the Trilogy team, you’ll be the operational linchpin, working across teams to ensure that our products run smoothly and our customers are happy. Your work will be visible, and your impact will be immediate. If you’re ready to take full ownership of product health, make autonomous decisions, and solve problems at lightning speed, we want you. Apply today and be the driving force behind the reliability and success of Trilogy’s products.

What you will be doing

Product Issue Resolution: Addressing outages, technical issues, and general operational tasks.
Product Documentation and Knowledge Management: Updating product-specific documentation and maintaining knowledge bases.
Client Reporting and Check-ins: Executing daily and weekly product deliveries and conducting regular check-ins with customers

Key Responsibilities

Ensure the healthy operations of Trilogy's products by effectively managing a fast-paced environment with multiple priorities, quickly resolving product-related issues, and proactively communicating and problem-solving across teams to maintain product reliability and customer satisfaction.

Candidate Requirements

Experience in a product operations role with a focus on SaaS environments
Experience directly engaging with customers
Experience maintaining legacy systems
Familiarity with generative AI tools, such as ChatGPT, Claude, and Gemini

This position is also known as:

Product Support Manager