Description
A student attempts to begin a lesson and the application fails to load. A guide's dashboard displays incorrect mastery data. Level 1 support and the AI have both attempted resolution without success. The issue is now assigned to you — and a child's learning session depends on your ability to diagnose the underlying problem.
The majority of your workload consists of tickets that other support tiers were unable to resolve, spanning the various applications that constitute Alpha's learning platform. You replicate the issue in a controlled environment matching the student's or guide's configuration, examine logs and documentation, leverage AI to accelerate diagnosis, and then validate all output it provides, because an incorrect response deployed in an educational setting can rapidly create cascading issues. You will onboard to a new product nearly every week. This is a core aspect of the role, not an occasional challenge.
You take full ownership of each issue from start to finish: replicate the behavior, identify the underlying cause, and deliver resolution in the minimum number of interactions required to restore functionality for the student or guide. The diagnostic reasoning you document improves the capability of subsequent agents and AI processes, ensuring your solution continues to deliver value well beyond the current ticket. With experience, you become the escalation point for the team's most challenging education product issues.
If you seek complex, undefined problems, and you genuinely believe the product should serve a child's education, submit your application.
What you will be doing
- Resolve complex, escalated support cases from students, parents, and guides that remain unresolved after AI and L1 attempts.
- Replicate reported failures in environments that match the user's device, application version, and settings, using logs and actual data artifacts.
- Conduct thorough investigation across Alpha's suite of learning applications (ticketing systems, Slack channels, internal knowledge bases, application logs) prior to escalation.
- Employ AI assistants (such as ChatGPT or Claude) to accelerate root cause analysis, anchor them in verified documentation, and validate all generated responses.
- Engage clearly and professionally with non-technical end users, collecting sufficient information upfront to enable single-touch resolution.
- Escalate issues to engineering teams with comprehensive diagnostic context only when a genuine product defect is confirmed.
- Record your diagnostic process and reasoning so future agents and AI systems can leverage your insights.
What you will NOT be doing
- Executing predefined scripts or following decision trees for a single application.
- Processing the standard support queue. AI already resolves tickets that can be answered with knowledge base articles.
- Escalating difficult issues to engineering without first replicating the problem and narrowing the scope.
- Accepting AI output without verification, or allowing it to replace your own critical thinking.
- Waiting for direction, or depending on others to remove obstacles from your workflow.
Key responsibilities
Diagnose and resolve complex, ambiguous customer issues to root cause across Alpha's portfolio of education products.
Candidate requirements
- 2+ years in a technical capacity such as technical support, software engineering, QA, sysadmin, or DevOps. Your job title need not have included the word "support."
- Proficient in constructing and interpreting REST API calls and JSON, understanding HTTP status codes (such as 401 vs 404 and 429 vs 403), and operating within command line interfaces and log files.
- Demonstrated experience using AI tools (such as ChatGPT or Claude) as part of your daily technical responsibilities.
- Professional-level fluency in English, both written and verbal.
- Availability to work a complete 40-hour week aligned with US business hours (Eastern Time). This position requires full US-daytime availability.
- Located in North America, Central America, South America, Australia, New Zealand, the United Kingdom, Ireland, or the Philippines.
Nice to have
- Background supporting non-technical end users (in education, edtech, or consumer-facing applications), rather than solely IT professionals.
- Practical experience guiding AI tools through complex tasks and identifying their errors.
- Proven ability troubleshooting across multiple distinct products, not limited to a single platform.
- Engineering-level technical depth: capable of reading source code or tracing API interactions when diagnostics require it.
You will be working for
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