Customer Support Engineer

$60,000 USD/year ^{Pay is set based on global value, not the local market. Most roles = hourly rate x 40 hrs x 50 weeks}  ($30 USD/hour)

Educational support organizations face mounting complexity even as schools, students, and families demand more. Schools require immediate, AI-powered responses spanning learning platforms, student information systems, devices, and operational processes. Yet most teams remain trapped in disconnected tools, reactive escalation patterns, and fragile workflows that break down under pressure.

We address this challenge through a fundamentally different approach: AI-enhanced "cyborg" agents positioned at the heart of a dynamic educational environment. In this position, you will directly influence how the system evolves. Each resolution refines future automation, each root cause investigation shapes process and policy, and each edge case you solve strengthens outcomes for thousands of students and educators.

This is direct, production-level problem solving within a service context. You will diagnose ambiguous, multi-party failures spanning learning applications, student information systems, identity infrastructure, networks, and operational processes; use AI to generate hypotheses, validate approaches, and accelerate resolution; capture the human reasoning that trains both systems and people; and proactively surface patterns that transform isolated fixes into lasting, organization-wide improvements.

This is not ticket sorting, script execution, or "pass along and wait." If you excel when documentation is sparse, when issues cross engineering, operations, and academic boundaries, and when you can transition from technical investigation to stakeholder coordination without sacrificing precision, this role will suit you well.