Description
Educational support organizations face mounting complexity as schools, students, and families demand increasingly sophisticated service. Institutions require immediate, AI-powered responses spanning learning platforms, student information systems, device management, and operational workflows. Yet most providers remain trapped in disconnected tools, manual handoffs, and fragile processes that collapse under operational pressure.
We address this challenge through a fundamentally reimagined approach: AI-enhanced "cyborg" agents positioned at the core of a dynamic educational environment. In this position, you will influence how the platform evolves. Each resolution refines future automation capabilities, each root cause investigation shapes process and governance, and each complex scenario you resolve strengthens outcomes for thousands of students and educators.
This is production-grade, hands-on troubleshooting within a live service environment. You will analyze ambiguous, multi-party failures spanning learning applications, student information platforms, identity infrastructure, network systems, and operational processes; use AI to generate hypotheses, validate approaches, and expedite resolution workflows; capture the human reasoning that trains both technology and personnel; and proactively surface patterns that transform isolated fixes into sustainable, enterprise-wide enhancements.
This is not first-level triage, script execution, or "forward and forget." If you excel when documentation is sparse, when issues cross engineering, operations, and academic domains, and when you can transition from deep technical analysis to stakeholder coordination without sacrificing precision, this role will align with your strengths.
What you will be doing
- AI-Enhanced Customer Resolution: Investigate complex escalations surfaced by AI systems, apply human judgment to areas beyond AI capability, and subsequently enhance the AI platform to bridge identified gaps
What you will NOT be doing
- Spending two full months onboarding; you will be expected to achieve proficiency across multiple products within the first month (we recognize this timeline is demanding)
- Depending on management for unblocking; if you lack the ability to self-resolve obstacles, you will find this role challenging
Key responsibilities
- Combine technical human judgment with AI-driven tools to provide superior customer support, concentrating on complex scenarios that AI systems cannot yet independently handle
Candidate requirements
- Must be located in North or South America
- Minimum of 3 years total experience in technical customer support roles
- Foundational coding ability for troubleshooting and bug resolution purposes
- Advanced proficiency with generative AI platforms (i.e., experience with multiple AI tools, capability to automate workflows and build custom GPTs); use of LLMs solely for research, learning, brainstorming, or content creation will be considered inadequate
- Troubleshooting Competency: Translating complex technical issues into accessible language, demonstrating thorough problem comprehension, recommending appropriate diagnostic strategies, presenting multiple resolution options, and exhibiting meticulous attention to detail
You will be working for
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