Description
A student attempts to begin their lesson and the application fails to load. A guide's dashboard displays incorrect mastery scores. L1 support and the AI have both attempted resolution without success. The issue now falls to you — and a child's learning session depends on your ability to diagnose what has actually gone wrong.
The majority of your workday is spent on tickets that no one else has been able to resolve, spanning the multiple applications that comprise Alpha's learning platform. You replicate the issue in an environment matching the student's or guide's configuration, examine logs and documentation, leverage AI to accelerate your workflow, then validate everything it produces, because an incorrect answer deployed in a classroom setting escalates rapidly. You will familiarize yourself with a new product nearly every week. This is the nature of the role, not a cautionary note.
You take full ownership of each issue: replicate it, identify the underlying cause, and resolve it in the minimum number of interactions required to restore functionality for the student or guide. The documentation you create strengthens the capability of the next agent and the next AI system, so your solution continues to add value well after you proceed to the next ticket. In time, you become the go-to resource the team relies on for its most challenging education-product issues.
If you are drawn to difficult, uncertain problems, and you genuinely care that the product ultimately supports a child's education, submit your application.
What you will be doing
- Resolve unclear, escalated support tickets from students, parents, and guides that AI and L1 support were unable to close.
- Replicate failures in an environment that matches the user's device, application, and configuration, drawing on logs and authentic artifacts.
- Conduct investigation across Alpha's learning applications (tickets, Slack channels, knowledge repositories, logs) prior to escalation.
- Employ AI tools (such as ChatGPT or Claude) to accelerate diagnostic work, anchor them in actual documentation, and validate all outputs.
- Communicate with clarity and composure to non-technical users, collecting sufficient detail up front to achieve resolution in one interaction.
- Escalate issues to engineering with comprehensive diagnostic context when a product defect is confirmed.
- Record your diagnostic reasoning so subsequent agents, and future AI workflows, can build upon it.
What you will NOT be doing
- Executing scripts or following decision trees for a single product.
- Managing the straightforward queue. AI already resolves tickets that require only a knowledge-base lookup.
- Passing difficult problems to engineering without first replicating and isolating them.
- Allowing AI to perform the analysis for you, or inserting its output without verification.
- Waiting for direction, or for another person to remove obstacles from your path.
Key responsibilities
Resolve complex, ambiguous customer issues to root cause across Alpha's education products.
Candidate requirements
- 2+ years in a hands-on technical role such as technical support, software engineering, QA, sysadmin, or DevOps. The title does not need to be "support."
- Comfortable making and reading REST API calls and JSON, interpreting HTTP status codes (such as 401 vs 404 and 429 vs 403), and working in a command line and logs.
- Hands-on experience using AI tools (such as ChatGPT or Claude) in your daily technical work.
- Professional fluency in English, written and spoken.
- Available to work full-time (40 hours/week), with all working hours falling between 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern).
Nice to have
- Experience supporting non-technical end users (in education, edtech, or consumer apps), not just IT professionals.
- Hands-on experience directing AI tools and catching their mistakes.
- A track record of troubleshooting across several unrelated products, not just one.
- Developer-grade depth: you can read code or trace an API call when the problem demands it.
You will be working for
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