Description
Educational support systems face mounting complexity as schools, students, and families demand more. Institutions now require immediate, AI-powered responses spanning learning platforms, student information systems, hardware, and operational processes. Yet most providers remain trapped in disconnected tools, manual handoffs, and fragile workflows that collapse under pressure.
Our approach bridges this divide through a fundamentally reimagined architecture: AI-enhanced "cyborg" agents embedded within a functioning educational infrastructure. In this position, you will define how the platform evolves. Each resolution you deliver refines future automation, each diagnostic insight shapes process and governance, and each anomaly you resolve amplifies impact for thousands of learners and instructors.
This role demands production-grade, hands-on problem solving within a service context. You will diagnose unclear, multi-party failures spanning learning tools, student information systems, authentication infrastructure, connectivity, and operational routines; harness AI to generate hypotheses, validate approaches, and expedite resolution; capture the human logic that instructs both technology and colleagues; and surface recurring patterns that convert isolated fixes into sustainable, organization-wide enhancements.
This is not ticketing administration, checklist execution, or "forward and forget." If you excel when documentation is sparse, when challenges cross engineering, operations, and pedagogy, and when you transition seamlessly from technical diagnosis to stakeholder coordination without sacrificing precision, this role will suit you.
What you will be doing
- AI-Augmented Customer Resolutions: Investigate sophisticated cases escalated from AI workflows, apply human judgment where AI underperforms, then enhance the AI platform to bridge those gaps
What you will NOT be doing
- Spending two full months onboarding; you will be expected to master multiple products within the first month (we recognize this pace is demanding)
- Depending on your managers for assistance; if you cannot independently remove obstacles, you will find this role challenging
Key responsibilities
- Combine technical human judgment with AI-driven tools to provide outstanding customer support, concentrating on intricate challenges AI cannot yet independently address
Candidate requirements
- 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
- Must be based in a North or South American time zone
You will be working for
Applying for a role? Here’s what to expect.
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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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