The toughest tickets do not require another person following scripts. They require someone capable of stepping into unclear contexts, misconfigured systems, conflicting evidence, unhappy customers, and AI-produced false leads—then determining what the presente problem is. This position is designed for the support engineer who thrives on unsolved cases: replicating failures, analyzing logs, tracking API behavior, examining JSON payloads, distinguishing a 401 from a 404 from a 429, and leveraging AI effectively without placing blind trust in it. Most support operations still depend on ticket queues, templated responses, handoff protocols, and documented workarounds. We are building something different. Routine inquiries are increasingly managed by AI and L1 processes, which means human expertise is reserved for the hardest problems. AI is not replacing you here. It is the instrument you guide, validate, challenge, and confirm. This position is not about copying AI-generated answers, rushing to conclusions, waiting for direction,



or escalating as soon as the issue becomes unfamiliar. It is not suitable for someone who specializes deeply in one product and struggles when the next ticket involves a different technology stack. It is about delivering the correct answer with the minimum number of customer interactions the problem permits: reproducing issues before proposing solutions, investigating across tickets, Slack threads, knowledge bases, logs, configurations, and tangible evidence before escalating, and composing customer communications clear enough to defuse tension. The technical foundation is assumed: REST APIs, JSON, HTTP status codes, command line, and logs. That qualifies you for consideration. Judgment in ambiguous situations is what makes you effective. In this position, your responsibility is to own each issue until resolution or until it is escalated with clarity, including diagnostic logic valuable to the next agent

📌 Application Support Engineer, Trilogy (Remote) (Santiago)
🏢 Crossover
📍 Santiago