L2 Support Engineer

$60,000 USD/year ^{Pay is set based on global value, not the local market. Most roles = hourly rate x 40 hrs x 50 weeks}  ($30 USD/hour)

Educational support organizations face mounting complexity as demands from schools, students, and families escalate. Schools require immediate, AI-powered responses spanning learning platforms, student information systems, devices, and operational workflows. Yet most teams 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 positioned at the core of a dynamic educational environment. In this position, you will influence how the system evolves. Each resolution strengthens future automation, each root cause investigation shapes process and policy, and each edge case you decode improves outcomes for thousands of students and educators.

This is direct, production-level problem resolution in a service context. You will diagnose ambiguous, multi-party failures spanning learning applications, student information platforms, identity systems, networks, and operational processes; use AI to formulate hypotheses, validate solutions, and accelerate resolution; capture the human logic that instructs both systems and colleagues; and systematically detect patterns that convert isolated interventions into lasting, organization-wide enhancements.

This is not ticket sorting, checklist execution, or "forward and wait." If you excel when documentation is sparse, when issues cross engineering, operations, and academic boundaries, and when you can shift from technical investigation to stakeholder coordination without compromising precision, then this position will be a strong fit.