Description
A student opens the platform and nothing loads. A guide's dashboard displays incorrect mastery data. L1 support and the AI have both attempted resolution and failed. The issue is now assigned to you — and a child's learning session depends on your ability to identify the actual cause.
The majority of your workload consists of escalated tickets that no one else resolved, 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 system, analyze logs and documentation, leverage AI to accelerate your work, and then validate everything it produces, because an incorrect solution delivered to a classroom scales rapidly. You will onboard to a different product nearly every week. This is the nature of the role, not a cautionary note.
You take full ownership of each issue: replicate the behavior, 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 future agents and AI workflows, meaning your solution continues to deliver value well beyond the current ticket. With experience, you become the go-to resource for the team's most challenging education-product issues.
If you are drawn to complex, undefined problems, and you genuinely care that the product supports a child's education, submit your application.
What you will be doing
- Resolve complex, escalated support tickets from students, parents, and guides that could not be closed by AI or L1 agents.
- Replicate failures in a controlled environment that matches the end user's device, application version, and settings, using logs and actual artifacts.
- Research across Alpha's suite of learning applications (ticketing systems, Slack channels, knowledge repositories, logs) prior to escalation.
- Use AI tools (including ChatGPT or Claude) to accelerate diagnostic work, anchor them in verified documentation, and validate all outputs.
- Communicate with clarity and composure to non-technical users, collecting sufficient information upfront to enable single-touch resolution.
- Escalate issues to engineering teams with complete diagnostic context when a product defect is confirmed.
- Record your diagnostic process so subsequent agents and AI workflows can build on it.
What you will NOT be doing
- Working from scripts or decision trees tied to a single application.
- Processing the simple ticket queue. AI already resolves issues that can be solved via knowledge-base retrieval.
- Escalating difficult problems to engineering without first replicating and isolating them.
- Allowing AI to perform reasoning on your behalf, or submitting its output without verification.
- Waiting for direction or for others to remove blockers from your path.
Key responsibilities
Diagnose and resolve ambiguous, high-complexity customer issues to root cause across Alpha's portfolio of education products.
Candidate requirements
- 2+ years in a technical, hands-on capacity including technical support, software engineering, QA, sysadmin, or DevOps. Your job title does not need to include "support."
- Proficient in constructing and interpreting REST API calls and JSON, understanding HTTP status codes (for example, 401 vs 404 and 429 vs 403), and operating within command-line and log environments.
- Demonstrated experience using AI tools (for example, ChatGPT or Claude) as part of your regular technical workflow.
- Professional-level fluency in English, both written and verbal.
- Able to commit to full-time work (40 hours per week), with all working hours scheduled between 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern).
Nice to have
- Background supporting non-technical end users (in education, edtech, or consumer-facing applications), rather than IT professionals exclusively.
- Practical experience guiding AI tools and identifying their errors.
- Proven ability to troubleshoot across multiple unrelated products, rather than specializing in one.
- Developer-level proficiency: capable of reading code or tracing an API call when the situation requires it.
You will be working for
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