Description
Educational support ecosystems face mounting complexity as schools, students, and families demand more responsive service. Institutions require immediate, AI-powered responses spanning learning platforms, student information systems, devices, and operational workflows. Yet most providers remain trapped in fragmented tools, manual handoffs, and rigid processes that collapse under pressure.
We address this challenge through a distinctly different approach: AI-enhanced "cyborg" agents positioned at the heart of a dynamic educational environment. In this position, you will influence how the system evolves. Each resolution strengthens future automation, each root cause investigation shapes process and policy, and each complex scenario you decode improves outcomes for thousands of students and educators.
This is direct, production-level troubleshooting within a service context. You will investigate unclear, multi-party failures spanning learning applications, SIS platforms, identity infrastructure, networks, and operational processes; use AI to formulate hypotheses, validate approaches, and speed resolution; capture the human analysis that educates both systems and colleagues; and systematically recognize patterns that convert isolated fixes into lasting, organization-wide enhancements.
This is not queue management, script execution, or "forward and wait." If you excel when documentation is sparse, when issues cross engineering, operations, and academics, and when you can transition from technical diagnosis to stakeholder coordination without compromising precision, this role will suit you.
What you will be doing
- AI-Augmented Customer Resolutions: Examine escalated complex tickets from AI systems, contribute human judgment where AI is insufficient, and subsequently enhance the AI system by addressing identified limitations
What you will NOT be doing
- Spending two full months on onboarding; you are expected to become proficient with multiple products in the first month (we recognize this is demanding)
- Depending on managers to remove obstacles; if you cannot unblock yourself effectively, this role will present significant challenges
Key responsibilities
- Combine technical human judgment with AI tools to provide outstanding customer support, concentrating on sophisticated problems that AI cannot yet independently address
Candidate requirements
- Must be based in North or South America
- At least 3 total years of experience in a technical customer support role
- Basic coding skills for the purpose of troubleshooting/bug fixes
- Troubleshooting Skills: Explaining complex issues in simple terms, demonstrating strong problem understanding, recommending relevant troubleshooting strategies, proposing multiple solution paths, and showing attention to detail
You will be working for
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