The toughest tickets do not require another person following scripts. They require someone capable of stepping into uncertain situations, misconfigured systems, conflicting evidence, upset customers, and AI-generated noise—then determining what is truly broken. This position is designed for the support engineer who gravitates toward the unresolved problem: replicating the issue, analyzing logs, tracking API interactions, examining JSON payloads, distinguishing a 401 from a 404 from a 429, and leveraging AI aggressively without accepting its output uncritically.
Most support organizations still operate on queues, templates, handoffs, and "known issue" documentation. We are creating something different. Standard support inquiries are increasingly managed by AI and L1 processes, which means human expertise is dedicated to the most complex issues. AI is not here to replace you. It is the instrument you guide, validate, challenge, and confirm.
This position is not about copying AI-generated responses, making hasty guesses, awaiting directives,



or escalating immediately when the problem becomes unfamiliar. It is not intended for someone who masters one product and falters when the next case involves a different technology stack. It is about delivering the correct answer with the minimum number of customer interactions the issue permits: reproducing before proposing solutions, researching across tickets, Slack, knowledge bases, logs, configurations, and actual 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 provides entry. Judgment amid uncertainty is what makes you effective.
In this position, your responsibility is to take ownership of the issue until resolution or clean escalation, with diagnostic logic valuable enough for the subsequent agent and the next AI process. You will thrive in this role if the ticket that refus

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