Description
Educational support systems are collapsing under mounting complexity as demands from schools, students, and families escalate. Institutions now require immediate, AI-powered responses spanning learning platforms, student information systems, devices, and operational processes. Yet most providers remain trapped in disconnected tools, reactive escalation patterns, and fragile infrastructures that break down in practice.
We bridge this divide through a fundamentally reimagined approach: AI-enhanced "cyborg" support specialists positioned at the heart of a dynamic educational environment. In this position, you will define how the system evolves. Each resolution you deliver enhances future automation capabilities, each root cause investigation informs operational and policy decisions, and each unusual scenario you decode strengthens outcomes for thousands of learners and teaching professionals.
This is direct, production-grade troubleshooting within a service context. You will investigate unclear, multi-party failures spanning educational applications, SIS infrastructure, identity management, network architecture, and operational procedures; use AI to generate hypotheses, validate approaches, and expedite resolution strategies; capture the human logic that trains both technology and colleagues; and systematically surface trends that convert isolated fixes into lasting, organization-wide enhancements.
This is not about sorting tickets, executing scripts, or "passing issues upward." If you excel when reference materials are sparse, when challenges cross engineering, operations, and instructional domains, and when you can transition from technical diagnosis to stakeholder coordination without compromising precision, this role will suit you perfectly.
What you will be doing
- AI-Augmented Customer Resolutions: Investigate escalated cases forwarded by AI platforms, contribute human judgment where AI capabilities are limited, and subsequently enhance the AI system to narrow that performance gap
What you will NOT be doing
- Spending two full months onboarding; you will be expected to gain proficiency across multiple products within your first month (we recognize this pace is demanding)
- Depending on your managers for assistance; if you cannot effectively remove your own obstacles, this role will present significant challenges
Key responsibilities
- Combine technical human judgment with AI-driven tools to provide outstanding customer support, concentrating on intricate problems that AI systems cannot yet independently address
Candidate requirements
- Must be located in North or South America
- Minimum of 3 years total experience in a technical customer support capacity
- Fundamental coding abilities for troubleshooting and bug resolution purposes
- Troubleshooting Skills: Articulating complicated issues clearly, displaying robust problem comprehension, suggesting appropriate diagnostic approaches, offering multiple resolution options, and exhibiting meticulous attention to detail
You will be working for
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