Description
Educational support operations face mounting complexity as schools, students, and families demand higher service levels. Institutions now require immediate, AI-powered responses spanning learning platforms, student information systems, devices, and operational processes. Yet most support organizations remain trapped in siloed tools, manual handoffs, and fragile workflows that collapse under production pressure.
We address this challenge through a structurally different approach: AI-enhanced "cyborg" agents embedded within a living educational technology environment. In this position, you will determine how the system evolves. Each resolution enhances future automation capabilities, each root cause investigation shapes process and policy decisions, and each edge case you decode strengthens results for thousands of students and educators.
This is direct, production-level troubleshooting within a service context. You will investigate unclear, multi-party failures spanning learning applications, SIS platforms, identity infrastructure, networks, and operational systems; use AI to formulate hypotheses, validate approaches, and accelerate resolution timelines; capture the human analysis that instructs both systems and colleagues; and systematically surface patterns that convert isolated fixes into lasting, organization-wide gains.
This is not ticket sorting, checklist execution, or "forward and forget." If you perform best when documentation is sparse, when issues cross engineering, operations, and academic boundaries, and when you can transition from technical diagnosis to stakeholder coordination without compromising precision, then this position will suit you.
What you will be doing
- AI-Augmented Customer Resolutions: Investigate complex tickets escalated by AI systems, contribute human judgment to scenarios where AI is insufficient, and subsequently enhance the AI system by closing identified gaps
What you will NOT be doing
- Spending two full months onboarding; you will be expected to achieve proficiency on multiple products within your first month (we recognize this is demanding)
- Depending on your managers for assistance; if you are not skilled at self-unblocking, you will likely find this role challenging
Key responsibilities
- Combine technical human judgment and AI capabilities to provide exceptional customer support, concentrating on complex scenarios that AI cannot yet independently resolve
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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