Description
A student opens the app to start learning, but nothing loads. A guide's dashboard displays incorrect mastery data. L1 support and the AI assistant have both attempted resolution without success. The issue now lands with you — and a child's educational experience depends on your ability to identify the underlying problem.
The majority of your time will be spent resolving tickets that have already defeated other support channels, spanning the multiple applications that comprise Alpha's learning platform. Your process involves recreating the issue in an environment configured to match the user's setup, analyzing logs and documentation, leveraging AI to accelerate your workflow, and rigorously validating its output — because an incorrect solution deployed in an educational setting creates cascading problems. Expect to onboard to a different product nearly every week. This is a core aspect of the role, not an exception.
You take full ownership of each issue from start to finish: replicate the behavior, identify the underlying cause, and implement a solution with minimal back-and-forth to restore functionality for the student or guide. The diagnostic reasoning you document strengthens both future support agents and AI-driven workflows, ensuring your work continues to deliver value well beyond the individual ticket. With time, you will become the go-to resource for the team's most challenging education product issues.
If you are drawn to complex, ill-defined problems and genuinely believe the product serves an important purpose in helping children learn, we encourage you to apply.
What you will be doing
- Resolve complex, escalated support tickets from students, parents, and guides that could not be resolved by AI or L1 agents.
- Recreate failures in a controlled environment matching the user's device, application version, and settings, drawing on logs and actual user data.
- Research across Alpha's suite of learning applications (ticketing systems, Slack channels, internal knowledge repositories, application logs) prior to escalation.
- Use AI assistants (including ChatGPT or Claude) to accelerate troubleshooting, anchor their responses in verified documentation, and validate all recommendations.
- Engage with non-technical users in clear, reassuring language, collecting sufficient detail upfront to enable one-touch resolution.
- Escalate issues to engineering teams with comprehensive diagnostic evidence when a genuine product defect is confirmed.
- Record your diagnostic process and reasoning so it can be leveraged by future agents and integrated into AI workflows.
What you will NOT be doing
- Relying on scripts or rigid decision trees for a single application.
- Working the simple ticket queue. AI already resolves issues that can be addressed through knowledge-base articles.
- Escalating difficult problems to engineering without first reproducing the issue and narrowing the scope.
- Trusting AI output uncritically or forwarding its responses without independent verification.
- Waiting for direction or depending on others to remove obstacles from your path.
Key responsibilities
Diagnose and resolve ambiguous, technically complex customer issues to root cause across Alpha's portfolio of education products.
Candidate requirements
- 2+ years of hands-on technical experience in roles such as technical support, software engineering, QA, system administration, or DevOps. The exact job title need not be "support."
- Proficiency in constructing and interpreting REST API requests and JSON payloads, understanding HTTP status codes (e.g., distinguishing 401 from 404 and 429 from 403), and navigating command-line environments and log files.
- Demonstrated experience incorporating AI tools (e.g., ChatGPT or Claude) into your technical workflows.
- Professional-level fluency in written and spoken English.
- Availability to work full-time (40 hours per week), with working hours constrained to 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern).
Nice to have
- Background supporting non-technical end users (particularly in education, edtech, or consumer-facing applications), rather than exclusively IT or technical audiences.
- Practical experience guiding AI tools and identifying their errors.
- Proven ability troubleshooting diverse, unrelated products rather than specializing in a single platform.
- Developer-level technical depth: capable of reading source code or tracing API transactions when circumstances require it.
You will be working for
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