Description
Educational support organizations are overwhelmed by growing complexity as schools, students, and families demand more. Modern schools require immediate, AI-powered responses spanning learning platforms, student information systems, hardware, and operational processes. Yet most providers remain trapped in disconnected tools, reactive escalation patterns, and fragile systems that collapse when tested.
Our approach resolves this through a fundamentally different architecture: AI-enhanced "cyborg" support agents embedded within a functioning educational environment. In this position, you will influence how the system evolves. Each resolution enhances future automation capabilities, each root cause investigation drives process refinement, and each complex scenario you resolve improves outcomes for thousands of students and educators.
This role centers on production-level, hands-on troubleshooting within a service context. You will investigate unclear, multi-party failures spanning educational applications, student information systems, authentication platforms, network infrastructure, and operational processes; use AI to form hypotheses, validate theories, and speed up resolution; capture the human analysis that trains both technology and colleagues; and actively spot trends that convert isolated fixes into lasting, organization-wide enhancements.
This is not about sorting tickets, reading from scripts, or passing issues upward. If you excel when documentation is sparse, when challenges cross engineering, operations, and curriculum boundaries, and when you transition seamlessly from technical diagnosis to stakeholder coordination while maintaining precision, this role will suit you well.
What you will be doing
- AI-Augmented Customer Resolutions: Examine escalated tickets that AI systems cannot fully resolve, apply specialized human judgment where AI capabilities are insufficient, then enhance the AI system to reduce future gaps
What you will NOT be doing
- Spending two full months ramping up; you will be expected to achieve proficiency on multiple products within your first month (we recognize this is demanding)
- Depending on management for assistance; if you cannot effectively unblock yourself, this role will present significant challenges
Key responsibilities
- Combine specialized human judgment with AI-driven tools to provide outstanding customer support, concentrating on sophisticated problems that AI systems have not yet mastered
Candidate requirements
- Must be located in North or South America
- Minimum of 3 years total experience in technical customer support
- Fundamental programming ability for troubleshooting and resolving bugs
- Troubleshooting Skills: Translating complicated problems into accessible language, showing deep problem comprehension, suggesting appropriate diagnostic approaches, offering multiple resolution options, and maintaining careful attention to detail
You will be working for
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