Description
Educational support infrastructures face mounting complexity as demands from students, families, and institutions escalate. Institutions require immediate, AI-enabled responses spanning learning management systems, student information systems, hardware, and operational processes. Yet most support operations remain trapped in disconnected tools, reactive escalation models, and fragile frameworks that collapse under real-world pressure.
We address this challenge through a radically different approach: AI-enhanced "cyborg" support agents functioning within a dynamic educational environment. In this position, you will influence how the system evolves. Each resolution you deliver strengthens future automation capabilities, each root cause investigation shapes process and governance, and each complex scenario you decode enhances outcomes for thousands of learners and teaching professionals.
This is direct, production-level troubleshooting within a service context. You will investigate unclear, multi-party failures spanning educational applications, student information platforms, authentication systems, network infrastructure, and operational procedures; use AI to generate hypotheses, validate approaches, and expedite resolution; capture the human logic that instructs both technology and colleagues; and systematically surface patterns that convert isolated fixes into lasting, organization-wide enhancements.
This is not ticket sorting, procedure execution, or "pass along and pause." If you excel when reference materials are sparse, when challenges bridge technology, operations, and pedagogy, and when you can transition from technical diagnosis to stakeholder coordination without sacrificing precision, this role will resonate deeply.
What you will be doing
- AI-Augmented Customer Resolutions: Investigate escalated tickets from AI systems, apply human judgment where AI capabilities fall short, and subsequently enhance the AI platform through your findings
What you will NOT be doing
- Spending two full months onboarding; you will be required to achieve proficiency across multiple products within your first month (we recognize this expectation is demanding)
- Depending on managers to unblock you; if you are not skilled at removing your own obstacles, this role will present significant challenges
Key responsibilities
- Combine technical human judgment and AI tooling to provide superior customer support, concentrating on sophisticated problems that AI cannot yet independently address
Candidate requirements
- A minimum of 3 years total experience in technical customer support positions
- Foundational coding ability for troubleshooting and bug remediation purposes
- Troubleshooting Skills: Articulating intricate problems clearly, exhibiting deep problem comprehension, identifying applicable diagnostic techniques, presenting multiple resolution approaches, and maintaining meticulous attention to detail
- Location must fall within North or South American time zones
You will be working for
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