Description
A student is ready to learn, but the app refuses to load. A guide's dashboard displays incorrect mastery scores. L1 support and the AI have already attempted resolution without success. The issue is now yours — and a child's learning day depends on you identifying what has actually gone wrong.
The majority of your workday will involve tickets that no one else managed to resolve, spanning the diverse applications that comprise Alpha's learning platform. You will replicate the issue in a setup that matches the student's or guide's environment, examine logs and documentation, leverage AI to accelerate your work, and then validate everything it produces, because an incorrect answer delivered to a classroom scales its impact rapidly. Ramping up on a new product nearly every week is expected. This is the nature of the role, not a caution.
Each problem is yours from start to finish: replicate it, identify the underlying cause, and resolve it with the fewest interactions necessary to restore the student or guide's workflow. The documentation you create strengthens the next agent and the next AI system, ensuring your solution continues to add value well beyond your current ticket. In time, you will become the go-to resource the team relies on for its most challenging education-product issues.
If you seek the difficult, unclear problem, and you genuinely care that the product ultimately helps a child learn, submit your application.
What you will be doing
- Address unclear, escalated support requests from students, parents, and guides that AI and L1 could not resolve.
- Replicate issues in environments mirroring the user's device, application, and setup, using logs and actual data.
- Conduct thorough investigations across Alpha's learning applications (tickets, Slack, knowledge repositories, logs) prior to escalating.
- Use AI tools (such as ChatGPT or Claude) to accelerate diagnosis, anchor them in authentic documentation, and validate all outputs.
- Engage clearly and professionally with non-technical users, collecting sufficient information upfront to enable single-pass resolution.
- Escalate issues to engineering with comprehensive diagnostic context when a genuine product defect is confirmed.
- Record your diagnostic reasoning so future team members and AI workflows can leverage it.
What you will NOT be doing
- Working from scripts or decision trees for a single product.
- Managing the simple queue. AI already handles tickets solvable through knowledge-base searches.
- Escalating difficult problems to engineering without first replicating and isolating them.
- Allowing AI to do your thinking, or delivering its responses without verification.
- Waiting for direction, or relying on others to remove blockers.
Key responsibilities
Diagnose and resolve complex, ambiguous customer issues to their root cause across Alpha's education products.
Candidate requirements
- 2+ years in a hands-on technical role such as technical support, software engineering, QA, sysadmin, or DevOps. Your job title does not have to be "support."
- Comfortable constructing and reading REST API calls and JSON, understanding HTTP status codes (such as 401 vs 404 and 429 vs 403), and operating in command line and log environments.
- Practical experience using AI tools (such as ChatGPT or Claude) in daily technical work.
- Professional fluency in written and spoken English.
- Available to work full-time (40 hours/week), with all working hours between 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern).
Nice to have
- Experience supporting non-technical end users (in education, edtech, or consumer applications), not only IT professionals.
- Practical experience guiding AI tools and identifying their errors.
- A proven history of troubleshooting across multiple unrelated products, not a single one.
- Developer-level proficiency: capable of reading code or tracing an API call when necessary.
You will be working for
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