Description
Educational support ecosystems face mounting complexity as demands from schools, students, and families escalate. Today's schools demand immediate, AI-powered responses spanning learning platforms, student information systems, devices, and operational workflows. Yet most organizations remain trapped in disjointed tools, manual handoffs, and fragile processes that collapse under operational pressure.
We address this challenge through a fundamentally reimagined approach: AI-enhanced "cyborg" agents positioned at the heart of a dynamic educational environment. In this position, you will influence how the system evolves. Each resolution enhances future automation capabilities, each root cause investigation shapes process and policy development, and each edge case you resolve strengthens outcomes for thousands of students and educators.
This role demands hands-on, production-level problem solving within a service context. You will investigate ambiguous, multi-party failures spanning learning applications, student information systems, identity platforms, network infrastructure, and operational processes; utilize AI to formulate hypotheses, validate approaches, and expedite resolution; document the human analysis that instructs both systems and colleagues; and proactively surface patterns that transform isolated interventions into sustainable, organization-wide enhancements.
This is not about ticket sorting, procedure adherence, or "escalate and wait" protocols. If you excel when documentation is sparse, when challenges cross engineering, operations, and academic boundaries, and when you can transition from technical diagnostics to stakeholder coordination without compromising precision, this role will suit you well.
What you will be doing
- AI-Enhanced Customer Resolution: Examine sophisticated tickets escalated from AI systems, deploy human judgment in domains where AI underperforms, and subsequently refine the AI system to narrow that capability gap
What you will NOT be doing
- Spending two full months onboarding; you will be required to become functional across multiple products within the first month (we recognize this timeline is demanding)
- Depending on managers for assistance; if you lack the ability to self-unblock, this role will present significant challenges
Key responsibilities
- Combine technical human judgment with AI tooling to provide outstanding customer support, concentrating on sophisticated problems that AI cannot yet independently resolve
Candidate requirements
- A minimum of 3 years of total experience in a technical customer support capacity
- Foundational coding ability for troubleshooting and bug remediation purposes
- Diagnostic Competencies: Articulating complex problems in accessible language, exhibiting deep problem comprehension, suggesting appropriate troubleshooting methodologies, identifying multiple resolution approaches, and maintaining meticulous attention to detail
- Location must be within a North or South American time zone
You will be working for
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