Description
A student opens the app, and nothing loads. A guide's dashboard displays incorrect mastery scores. L1 support and the AI have both attempted resolution and failed. The case now belongs to you — and a child's learning session depends on your ability to diagnose the actual issue.
The majority of your time is spent on tickets that no one else has been able to resolve, spanning the multiple applications that comprise Alpha's learning platform. You replicate the issue in an environment configured to match the student's or guide's setup, review logs and documentation, leverage AI to accelerate diagnosis, and then validate everything it produces, because an incorrect answer delivered to a classroom creates cascading problems. You will onboard to a new product nearly every week. That is the nature of the role, not a disclaimer.
You take full ownership of each issue: replicate it, identify the underlying cause, and resolve it with the minimum number of interactions required to restore functionality for the student or guide. The diagnostic reasoning you document improves the effectiveness of the next agent and the next AI process, so your resolution continues to deliver value well beyond the current ticket. With experience, you become the person the team relies on for its most challenging education-product issues.
If you are drawn to difficult, ambiguous challenges, and you genuinely care that the product ultimately supports a child's education, you should apply.
What you will be doing
- Resolve complex, escalated tickets from students, parents, and guides that neither AI nor L1 support was able to close.
- Replicate failures in an environment that mirrors the user's device, application, and configuration, using logs and actual artifacts.
- Investigate across Alpha's learning applications (tickets, Slack, knowledge bases, logs) before routing to engineering.
- Use AI tools (such as ChatGPT or Claude) to accelerate diagnosis, anchor them in actual documentation, and validate every result.
- Communicate clearly and patiently with non-technical users, collecting sufficient information upfront to resolve issues in one interaction.
- Escalate issues to engineering with complete diagnostic context when a product is genuinely defective.
- Document your diagnostic reasoning so the next person, and the next AI workflow, can leverage it.
What you will NOT be doing
- Following scripts or decision trees for a single product.
- Working the easy queue. AI already resolves tickets that require only a knowledge-base lookup.
- Escalating difficult problems to engineering without first replicating and isolating them.
- Allowing AI to think for you, or copying its output without verification.
- Waiting for direction, or for someone else to remove blockers.
Key responsibilities
Resolve complex, ambiguous customer issues to root cause 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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