Description
A student opens the app and nothing loads. A guide's dashboard displays incorrect mastery scores. L1 support and the AI have both attempted to resolve it and failed. Now the issue is yours — and a child's learning session depends on you identifying what is truly broken.
The majority of your time is spent on tickets that no one else was able to resolve, spanning the multiple applications that comprise Alpha's learning platform. You replicate the issue in an environment matching the student's or guide's configuration, review logs and documentation, leverage AI to accelerate your work, and then validate everything it produces, because an incorrect answer delivered to a classroom scales the problem fast. You will onboard to a different product nearly every week. That is the nature of the role, not a cautionary note.
You take full ownership of each issue: replicate it, identify the underlying cause, and fix it with the fewest interactions needed to restore functionality for the student or guide. The documentation you create strengthens the next agent and the next AI process, so your solution continues to add value well beyond the current ticket. In time, you become the go-to resource the team relies on for its most challenging education-product issues.
If you are drawn to difficult, unclear problems, and you genuinely care that the product ultimately supports a child's education, apply.
What you will be doing
- Resolve unclear, escalated support requests from students, parents, and guides that AI and L1 could not resolve.
- Replicate failures in an environment that reflects the user's device, application, and setup, using logs and actual data.
- Investigate across Alpha's learning applications (tickets, Slack, knowledge repositories, logs) prior to escalation.
- Use AI tools (such as ChatGPT or Claude) to accelerate diagnosis, anchor them in actual documentation, and validate every result.
- Communicate with clarity and composure to non-technical users, collecting sufficient information upfront to resolve in one interaction.
- Escalate issues to engineering with complete diagnostic detail when a product defect is confirmed.
- Record your reasoning so the next person, and the next AI process, can build on it.
What you will NOT be doing
- Working from scripts or decision trees for a single product.
- Processing the simple queue. AI already resolves the tickets a knowledge-base search can handle.
- Escalating difficult problems to engineering without first replicating and isolating them.
- Allowing AI to do your thinking, or using its output without verification.
- Waiting for direction, or for others to remove blockers.
Key responsibilities
Resolve complex, unclear customer problems to 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. The title does not need to be "support."
- Comfortable constructing and reading REST API calls and JSON, interpreting HTTP status codes (such as 401 vs 404 and 429 vs 403), and working in a command line and logs.
- Hands-on experience using AI tools (such as ChatGPT or Claude) in your daily technical work.
- Professional fluency in English, written and spoken.
- Able to work a full 40-hour week during US business hours (Eastern Time). This is a full US-daytime shift.
- Based in North America, Central America, South America, Australia, New Zealand, the United Kingdom, Ireland, or the Philippines.
Nice to have
- Experience supporting non-technical end users (in education, edtech, or consumer apps), not just IT professionals.
- Hands-on experience directing AI tools and catching their mistakes.
- A track record of troubleshooting across several unrelated products, not just one.
- Developer-grade depth: you can read code or trace an API call when the problem demands it.
You will be working for
Applying for a role? Here’s what to expect.
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Prove real-world 
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Interview with the hiring manager.
Pass
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Accept job offer.
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