Description
A student attempts to begin a lesson, but the application fails to load. A guide notices incorrect mastery scores displayed on their dashboard. Both L1 support and AI have attempted resolution without success. The issue now belongs to you — and a child's educational progress depends on your ability to identify the actual problem.
The majority of your time will be spent resolving tickets that others could not close, spanning the multiple applications that comprise Alpha's learning platform. You will replicate the issue in an environment matching the student's or guide's configuration, examine logs and documentation, leverage AI to accelerate your work, and then validate all of its output — because an incorrect answer delivered to a classroom escalates rapidly. Ramping up on a new product nearly every week is the nature of this role, not something to avoid.
You take full ownership of each issue from start to finish: replicate it, determine the root cause, and resolve it with the minimum number of interactions needed to restore functionality for the student or guide. The documentation you create strengthens both the next agent and future AI workflows, ensuring your solution continues to deliver value well beyond the current ticket. In time, you will be recognized as the person the team turns to for the most challenging education-product issues.
If complex, unclear problems interest you, and you genuinely care that the product ultimately supports a child's education, we encourage you to apply.
What you will be doing
- Resolve complex, escalated tickets from students, parents, and guides that neither AI nor L1 support could resolve.
- Replicate issues in an environment that matches the user's device, application, and configuration, working from logs and actual artifacts.
- Investigate across Alpha's suite of learning applications (tickets, Slack channels, knowledge repositories, logs) prior to escalation.
- Use AI tools (such as ChatGPT or Claude) to accelerate diagnosis, anchor them in authentic documentation, and validate each output.
- Communicate with clarity and composure to non-technical users, collecting sufficient information upfront to achieve resolution in one interaction.
- Escalate issues to engineering with complete diagnostic context only when a product defect is confirmed.
- Record your diagnostic reasoning so subsequent agents and AI workflows can leverage it.
What you will NOT be doing
- Working from scripts or decision trees limited to a single product.
- Managing the straightforward ticket queue. AI already resolves issues that require only a knowledge-base lookup.
- Escalating difficult problems to engineering without first replicating and isolating them.
- Allowing AI to perform your analysis, or submitting its responses without verification.
- Waiting for direction or relying on others to remove obstacles.
Key responsibilities
Diagnose and 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 job title does not need to be "support."
- Comfortable constructing and reading REST API calls and JSON, interpreting HTTP status codes (such as 401 vs 404 and 429 vs 403), and operating in a command line and logs.
- Practical experience using AI tools (such as ChatGPT or Claude) in your regular technical work.
- Professional fluency in English, both 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 applications), not just IT professionals.
- Practical experience guiding AI tools and identifying their errors.
- A history of troubleshooting across multiple unrelated products, not just one.
- Developer-level expertise: you can read code or trace an API call when the situation requires it.
You will be working for
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