The toughest tickets don't require another script-reader. They demand someone capable of stepping into unclear situations, misconfigured systems, conflicting evidence, upset customers, and AI-produced false leads—then determining what's genuinely broken. This position is designed for the support engineer drawn to unresolved cases: replicating the error, analyzing logs, examining API patterns, inspecting JSON data, distinguishing a 401 from a 404 from a 429, and leveraging AI aggressively without accepting it uncritically.

Traditional support organizations remain structured around ticket queues, templated responses, handoff protocols, and documented issue libraries. We're constructing something fundamentally different. Routine inquiries are increasingly managed through AI and first-tier processes, meaning human expertise is deployed only for the hardest challenges. AI isn't here to replace you. It's the instrument you guide, validate, question, and confirm.

This position isn't about copying AI-generated solutions, making rapid guesses, awaiting direction,



or escalating the instant an issue becomes unfamiliar. It's not suited for someone who masters one product but stalls when the following ticket involves a different technology. It's about delivering the correct resolution with the minimum customer interactions the situation permits: reproducing issues before proposing fixes, researching across tickets, Slack channels, knowledge bases, logs, configurations, and presente evidence before escalating, and composing customer communications precise enough to defuse tension.

The technical foundation is assumed: REST APIs, JSON, HTTP response codes, command-line tools, and log analysis. That provides entry. Sound judgment amid uncertainty is what makes you effective.

In this capacity, you own each issue until resolution or clean escalation, with diagnostic logic valuable enough for subsequent agents and future AI processes. You'll thrive in this ro

📌 Ingeniero de Soporte de Aplicaciones, Trilogy (Remote) (España)
🏢 Crossover
📍 España