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 infrastructure today faces mounting complexity while demands from students, families, and institutions grow steadily. Institutions require immediate, AI-enabled responses spanning learning management systems, student information platforms, hardware devices, and operational processes. Yet most providers remain trapped in disconnected tools, manual handoff procedures, and fragile systems that collapse under practical pressure.

We address this challenge through a fundamentally reimagined approach: AI-enhanced "cyborg" operatives functioning at the core of an active educational environment. In this position, you will influence how the platform evolves. Each resolution enhances subsequent automations, each root cause investigation shapes procedure and governance, and each complex scenario you decode strengthens results for thousands of learners and teaching professionals.

This involves direct, production-level troubleshooting within a service context. You will diagnose unclear, multi-party failures spanning educational applications, student information architectures, authentication frameworks, network infrastructure, and operational procedures; employ AI to generate hypotheses, validate approaches, and expedite resolution strategies; capture the human analysis that instructs both technology and colleagues; and systematically recognize trends that convert isolated interventions into lasting, organization-wide enhancements.

This position does not involve simple ticket routing, procedural script execution, or passive escalation workflows. If you excel when documentation remains sparse, when challenges cross engineering, operations, and curriculum boundaries, and when you transition seamlessly from technical investigation to stakeholder coordination while maintaining precision, this role will suit you well.