The toughest tickets do not require another person following scripts. They demand someone capable of stepping into unclear situations, misconfigured systems, conflicting evidence, upset customers, and AI-produced missteps—then determining what is genuinely broken. This position is designed for the support engineer drawn to unsolved problems: replicating failures, analyzing logs, tracking API behavior, examining JSON payloads, distinguishing a 401 from a 404 from a 429, and leveraging AI rigorously without accepting its output uncritically.

Most support organizations still operate using queues, templates, handoffs, and documented workarounds. We are constructing something different. Standard support inquiries are increasingly managed by AI and L1 processes, meaning human expertise is allocated to the most complex challenges. AI is not replacing you in this role. It is the instrument you control, validate, challenge, and confirm.

This position is not about copying AI responses, making quick guesses, awaiting direction, or escalating whenever the issue becomes unfamiliar.



It is not suited for someone who masters one product then stalls when the next ticket involves a different technology stack. It is about delivering the correct answer with the minimum number of customer interactions the situation permits: reproducing before proposing solutions, researching across tickets, Slack threads, knowledge bases, logs, configurations, and tangible evidence before escalating, and composing customer communications clear enough to calm the situation.

The technical foundation is assumed: REST APIs, JSON, HTTP status codes, command line, and logs. That baseline grants you entry. Sound judgment amid uncertainty is what makes you effective.

In this position, your responsibility is to retain ownership of the issue until resolution or clean escalation, with diagnostic logic valuable enough for the subsequent agent and future AI workflows. You will thrive in

📌 Technical Support Engineer, Trilogy (Remote) (Bologna)
🏢 Crossover
📍 Bologna