Description
Educational support systems face mounting complexity as demands from schools, students, and families intensify. Schools require immediate, AI-powered responses spanning learning platforms, student information systems, devices, and operational processes. Yet most organizations remain trapped in disconnected tools, manual handoffs, and fragile workflows that break down under practical use.
We address this challenge through a radically different approach: AI-enhanced "cyborg" agents functioning at the core of a dynamic educational environment. In this position, you will influence how the system evolves. Each resolution strengthens future automation capabilities, each root cause investigation shapes process and policy decisions, and each complex scenario you solve improves outcomes for thousands of students and educators.
This is direct, production-level problem resolution within a service context. You will investigate unclear, multi-party failures across learning tools, SIS platforms, identity infrastructure, networks, and operational processes; use AI to generate hypotheses, validate approaches, and speed up resolution workflows; capture the human logic that trains both systems and colleagues; and systematically detect patterns that transform isolated interventions into lasting, organization-wide enhancements.
This is not basic ticket sorting, procedure execution, or "forward and wait." If you excel when documentation is sparse, when challenges cross engineering, operations, and academic boundaries, and when you can transition from technical investigation to stakeholder coordination while maintaining precision, this role will suit you well.
What you will be doing
- AI-Augmented Customer Resolutions: Investigate complex tickets escalated by AI systems, contribute human expertise where AI capabilities are limited, and subsequently enhance the AI system to close identified gaps
What you will NOT be doing
- Taking two whole months to get up to speed; you will be expected to ramp up one several products within the first month (we are aware this is aggressive)
- Relying on your managers for help; if you are not adept at unblocking yourself, you will likely struggle in this role
Key responsibilities
- Combine technical human judgment and AI capabilities to provide exceptional customer support, concentrating on complex scenarios 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
Applying for a role? Here’s what to expect.
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Interview with the hiring manager.
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