Technical 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 environments are overwhelmed by growing complexity even as demands from students, families, and schools intensify. Schools require immediate, AI-enhanced support spanning learning platforms, student information systems, devices, and operational processes. Yet most providers remain trapped in disconnected tools, manual handoffs, and fragile systems that break down in practice.

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

This involves production-level, hands-on troubleshooting 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, test theories, and speed resolution; capture the human reasoning that educates both systems and colleagues; and proactively detect patterns that transform isolated fixes into sustainable, organization-wide improvements.

This is not about processing tickets, following scripts, or "escalating and waiting." If you excel when documentation is sparse, when challenges cross engineering, operations, and academic boundaries, and when you can shift from technical analysis to stakeholder coordination without sacrificing precision, this role will suit you well.