Description
Educational support infrastructure is overwhelmed by rising 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 disjointed tools, manual handoffs, and fragile systems that collapse under pressure.
We address this challenge through a fundamentally reimagined approach: AI-enhanced "cyborg" agents embedded within a living educational ecosystem. In this position, you will influence how the system evolves. Each resolution refines future automation, each root cause investigation shapes process and policy, and each edge case you decode strengthens outcomes for thousands of learners and teaching professionals.
This is direct, production-level problem solving within a service context. You will diagnose unclear, multi-party failures spanning educational applications, student information platforms, authentication systems, network infrastructure, and operational processes; use AI to form hypotheses, validate theories, and speed up resolution; capture the human logic that trains both systems and colleagues; and actively detect patterns that convert isolated interventions into lasting, organization-wide enhancements.
This is not inbox management, checklist execution, or "forward and forget." If you excel when documentation is sparse, when issues cross engineering, operations, and pedagogy, and when you can shift from technical diagnosis to stakeholder coordination without sacrificing precision, this role will be a natural fit.
What you will be doing
- AI-Enhanced Customer Resolutions: Examine escalated tickets from AI systems, deploy human judgment where AI is insufficient, and subsequently strengthen the AI by addressing its limitations
What you will NOT be doing
- Spending two full months onboarding; you will be expected to become proficient with multiple products in your first month (we recognize this is demanding)
- Depending on your managers to clear obstacles; if you cannot effectively unblock yourself, this role will present significant challenges
Key responsibilities
- Combine technical human judgment with AI capabilities to provide outstanding customer support, concentrating on intricate problems that AI cannot yet completely address
Candidate requirements
- Minimum of 3 years total experience in a technical customer support position
- Foundational coding ability for troubleshooting and bug resolution purposes
- Troubleshooting Capabilities: Articulating complex problems in accessible language, showing deep problem comprehension, identifying appropriate diagnostic approaches, offering multiple resolution options, and maintaining meticulous attention to detail
- Must be located in a North or South American time zone
You will be working for
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