Description
Educational support systems face mounting complexity as schools, students, and families demand more. Today's institutions require immediate, AI-powered responses spanning learning platforms, student information systems, devices, and operational workflows. Yet most support teams remain constrained by disconnected tools, manual handoffs, and fragile workflows that break when confronted with real-world challenges.
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 strengthens future automation capabilities, each root cause investigation shapes process and policy decisions, and each complex scenario you solve improves outcomes for thousands of students and educators.
This is production-grade, hands-on problem resolution within a service context. You will investigate ambiguous, multi-party failures spanning learning applications, student information systems, identity platforms, network infrastructure, and operational processes; use AI to develop hypotheses, validate solutions, and expedite resolution workflows; capture the human analysis that instructs both systems and colleagues; and surface patterns that transform isolated fixes into sustainable, organization-wide enhancements.
This role does not involve basic ticket sorting, script execution, or "escalate and wait" approaches. If you excel when documentation is sparse, when challenges cross engineering, operations, and academic boundaries, and when you can transition from technical analysis to stakeholder communication without compromising precision, this opportunity will suit you well.
What you will be doing
- AI-Augmented Customer Resolutions: Examine complex tickets escalated from AI systems, apply human judgment to gaps where AI underperforms, and enhance the AI system to close those gaps
What you will NOT be doing
- Spending two full months ramping up; you will be expected to gain proficiency across multiple products within the first month (we acknowledge this is an aggressive timeline)
- Depending on your managers for assistance; if you are not skilled at self-unblocking, this role will present significant challenges
Key responsibilities
- Combine technical human judgment with AI capabilities to provide outstanding customer support, concentrating on sophisticated issues that AI cannot currently fully address
Candidate requirements
- A minimum of 3 years total experience in a technical customer support role
- Foundational coding abilities for troubleshooting and bug resolution purposes
- Troubleshooting Skills: Translating complex issues into simple language, showing deep problem comprehension, suggesting appropriate troubleshooting approaches, offering multiple solution alternatives, and exhibiting careful attention to detail
- Must be located in a North or South American time zone
You will be working for
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