Description
Educational support systems face mounting complexity as schools, students, and families demand faster, more sophisticated responses. Institutions require immediate, AI-powered solutions spanning learning platforms, student information systems, devices, and operational processes. Yet most teams remain trapped by disconnected tools, manual handoffs, and fragile workflows that break when conditions change.
We bridge this divide through a reimagined approach: AI-enhanced "cyborg" agents working at the heart of a dynamic educational environment. In this position, you will influence how the platform evolves. Each resolution strengthens future automation, every root cause investigation refines process and policy, and each complex scenario you resolve drives better outcomes for thousands of learners and educators.
This is direct, production-level troubleshooting within a service context. You will dissect unclear, multi-party failures spanning learning tools, SIS platforms, identity infrastructure, networks, and operational systems; use AI to form hypotheses, validate solutions, and speed up resolution; capture the human reasoning that trains both technology and colleagues; and actively surface patterns that transform isolated fixes into lasting, organization-wide gains.
This is not simple ticket sorting, checklist execution, or "pass along and hope." If you excel when documentation is sparse, when challenges cross engineering, operations, and academics, and when you can transition from technical investigation to stakeholder communication without sacrificing precision, then this position will suit you well.
What you will be doing
- AI-Augmented Customer Resolutions: Investigate complex tickets escalated from AI systems, apply human judgment to scenarios where AI underperforms, and subsequently enhance the AI system by closing identified gaps
What you will NOT be doing
- Taking two whole months to get up to speed; you will be expected to ramp up one several products within the first month (we are aware this is aggressive)
- Relying on your managers for help; if you are not adept at unblocking yourself, you will likely struggle in this role
Key responsibilities
- Combine technical human judgment and AI capabilities to provide exceptional customer support, concentrating on sophisticated problems that AI cannot yet independently solve
Candidate requirements
- Must be based in North or South America
- At least 3 total years of experience in a technical customer support role
- Basic coding skills for the purpose of troubleshooting/bug fixes
- Troubleshooting Skills: Explaining complex issues in simple terms, demonstrating strong problem understanding, recommending relevant troubleshooting strategies, proposing multiple solution paths, and showing attention to detail
You will be working for
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