Description
Educational support systems are struggling under mounting complexity as demands from students, families, and institutions accelerate. Institutions increasingly require real-time, AI-powered responses spanning learning platforms, student information systems, devices, and operational processes. Yet most teams remain hampered by disconnected tools, manual handoffs, and fragile workflows that crumble when tested in practice.
We address this challenge through a radically different approach: AI-enhanced "cyborg" agents functioning at the heart of a dynamic education environment. In this position, you will influence how the system evolves. Each resolution refines future automation, each root cause investigation shapes process and policy, and each outlier you decode improves outcomes for thousands of learners and staff.
This is direct, production-level problem resolution within a service context. You will investigate unclear, multi-party failures spanning learning tools, SIS platforms, identity infrastructure, networks, and operational procedures; use AI to form hypotheses, validate theories, and speed up resolution; capture the human logic that instructs both technology and colleagues; and proactively surface patterns that convert isolated fixes into sustainable, organization-wide gains.
This is not about routing tickets, executing scripts, or deferring problems upward. If you excel when information is sparse, when challenges bridge engineering, operations, and instruction, and when you can transition from technical diagnosis to stakeholder coordination without sacrificing precision, this role will suit you.
What you will be doing
- AI-Augmented Customer Resolutions: Examine complex cases escalated by AI platforms, contribute human judgment where AI is insufficient, and subsequently enhance the AI system to close those gaps
What you will NOT be doing
- Spending two full months onboarding; you will be expected to achieve proficiency across multiple products in the first month (we recognize this pace is demanding)
- Depending on your managers for assistance; if you are not skilled at removing your own blockers, this role will present significant challenges
Key responsibilities
- Combine technical human judgment and AI-driven tools to provide outstanding customer support, concentrating on intricate problems that AI cannot yet independently address
Candidate requirements
- A minimum of 3 years of total experience in a technical customer support position
- Foundational coding ability for troubleshooting and bug resolution purposes
- Troubleshooting Skills: Simplifying complex technical matters, exhibiting deep problem comprehension, suggesting appropriate diagnostic approaches, offering multiple resolution options, and maintaining rigorous attention to detail
- Must be located in a North or South American time zone
You will be working for
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