Description
A student opens the app to start learning, but nothing loads. A guide checks their dashboard and sees incorrect mastery scores. L1 support and the AI have both attempted a resolution without success. The issue now rests with you—and a child's education cannot move forward until you identify the underlying cause.
The majority of your work involves tickets that have resisted all prior attempts at closure, spanning the diverse applications within Alpha's learning platform. Your process includes replicating the issue in an environment that matches the user's device and settings, analyzing logs and documentation, deploying AI to accelerate diagnosis, and then validating every output it provides—because an incorrect response delivered to a classroom escalates rapidly. Expect to onboard to a different product nearly every week. This is the nature of the role, not a disclaimer.
You are accountable for each issue from start to finish: replicate the behavior, identify root cause, and resolve it with minimal back-and-forth so the student or guide can continue. The diagnostic reasoning you document improves the capability of future agents and AI workflows, ensuring your solution delivers value well beyond the current ticket. As you progress, you will become the go-to resource for the team's most challenging education-product issues.
If you are drawn to difficult, undefined problems, and you genuinely care that the product ultimately supports a child's learning, submit your application.
What you will be doing
- Take ownership of escalated, ambiguous tickets from students, parents, and guides that could not be resolved by AI or L1 support.
- Replicate failures in an environment matching the user's device, application version, and configuration, utilizing logs and actual data.
- Conduct investigations across Alpha's suite of learning applications (ticketing systems, Slack channels, knowledge repositories, logs) prior to escalation.
- Leverage AI tools (such as ChatGPT or Claude) to expedite diagnosis, anchor them in verified documentation, and validate each piece of output.
- Engage with non-technical users in a clear and composed manner, collecting sufficient detail upfront to enable single-touch resolution.
- Escalate issues to engineering with comprehensive diagnostic context when a genuine product defect is confirmed.
- Record your diagnostic reasoning to enable reuse by subsequent agents and AI workflows.
What you will NOT be doing
- Executing scripts or navigating decision trees for a single product.
- Working the straightforward queue. AI already resolves tickets that require only knowledge-base retrieval.
- Passing complex issues to engineering before you have reproduced and isolated them.
- Allowing AI to substitute for your judgment, or submitting its output without verification.
- Waiting for direction or for others to remove obstacles in your path.
Key responsibilities
Drive complex, ambiguous customer issues to root cause resolution across Alpha's education products.
Candidate requirements
- 2+ years in a hands-on technical role such as technical support, software engineering, QA, sysadmin, or DevOps. The title does not need to be "support."
- Comfortable making and reading REST API calls and JSON, interpreting HTTP status codes (such as 401 vs 404 and 429 vs 403), and working in a command line and logs.
- Hands-on experience using AI tools (such as ChatGPT or Claude) in your daily technical work.
- Professional fluency in English, written and spoken.
- Available to work full-time (40 hours/week), with all working hours falling between 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern).
Nice to have
- Experience supporting non-technical end users (in education, edtech, or consumer apps), not just IT professionals.
- Hands-on experience directing AI tools and catching their mistakes.
- A track record of troubleshooting across several unrelated products, not just one.
- Developer-grade depth: you can read code or trace an API call when the problem demands it.
You will be working for
Applying for a role? Here’s what to expect.
Crossover's skill assessment process combines innovative AI power with decades of human research, to take the guesswork, human bias, and pointless filters out of recruiting high-performing teams.
Chat-style screening interview.
Cognitive aptitude test.
Prove real-world job skills.
Interview with the hiring manager.
Pass proctored test.
Accept job offer.
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