Description
Educational support organizations face mounting complexity while schools, students, and families demand increasingly rapid responses. Schools require immediate, AI-powered assistance spanning learning platforms, student information systems, device management, and operational workflows. Yet most teams remain trapped in siloed tools, manual handoffs, and fragile processes that buckle under production pressure.
We bridge this divide through a fundamentally reimagined approach: AI-enhanced "cyborg" agents positioned at the heart of a living educational infrastructure. In this position, you will influence how the system evolves. Each resolution strengthens future automation, each root cause investigation refines process and policy, and each edge case you decode improves outcomes for thousands of students and educators.
This is production-grade, hands-on troubleshooting within a service context. You will investigate ambiguous, multi-party failures spanning learning applications, student information systems, identity infrastructure, network layers, and operational processes; use AI to generate hypotheses, validate approaches, and accelerate resolution; capture the human reasoning that trains both systems and colleagues; and surface patterns that transform isolated fixes into sustainable, organization-wide enhancements.
This is not about ticket sorting, script execution, or "escalate and wait." If you excel when documentation is sparse, when issues cross engineering, operations, and academic domains, and when you can transition from technical diagnosis to stakeholder coordination without sacrificing precision, this role will suit you well.
What you will be doing
- AI-Augmented Customer Resolutions: Investigate complex tickets escalated from AI systems, deploy human judgment where AI capabilities fall short, and subsequently enhance the AI system by addressing those gaps
What you will NOT be doing
- Spending two full months on onboarding; you will be expected to achieve proficiency across multiple products within the first month (we recognize this timeline is ambitious)
- Depending on managers for unblocking; if you are not skilled at removing your own obstacles, you will likely find this role challenging
Key responsibilities
- Combine technical human judgment with AI capabilities to provide exceptional customer support, concentrating on sophisticated issues that AI cannot yet independently resolve
Candidate requirements
- Must be located in North or South America
- Minimum of 3 years total experience in a technical customer support role
- Fundamental coding skills for troubleshooting and bug resolution purposes
- Advanced generative AI proficiency (i.e., use of multiple AI tools, ability to automate workflows and custom GPTs); if you have only used LLMs for research, learning, brainstorming, or content generation, that will be considered insufficient
- Troubleshooting Skills: Translating complex issues into simple terms, demonstrating robust problem comprehension, recommending appropriate troubleshooting strategies, proposing multiple solution paths, and displaying attention to detail
You will be working for
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