Description
A student tries to begin a lesson, but the app refuses to load. A guide's dashboard displays incorrect mastery data. L1 support and the AI have both attempted resolution without success. The issue now falls to you — and a child's learning session depends on your ability to identify the actual problem.
The majority of your time is spent resolving tickets that no one else has been able to close, spanning the multiple applications that comprise Alpha's learning platform. You replicate the issue in an environment configured to match the student's or guide's setup, examine logs and documentation, leverage AI to accelerate your workflow, and then validate every result it produces, because an incorrect solution deployed to a classroom escalates rapidly. You will familiarize yourself with a new product nearly every week. This is the nature of the role, not a cautionary note.
You take full ownership of each issue: replicate it, identify the underlying cause, and resolve it with the minimum number of interactions required to restore functionality for the student or guide. The documentation you create strengthens the capabilities of the next agent and the next AI system, ensuring your solution continues to deliver value well beyond the current ticket. With experience, you will become the go-to resource for the team's most challenging education-product issues.
If you are motivated by complex, undefined problems, and you genuinely care that the product ultimately supports a child's education, submit your application.
What you will be doing
- Address complex, escalated support tickets from students, parents, and guides that AI and L1 could not resolve.
- Replicate failures in an environment that matches the user's device, application, and settings, working with logs and actual data.
- Conduct investigations across Alpha's learning applications (tickets, Slack channels, knowledge repositories, logs) prior to escalation.
- Use AI tools (such as ChatGPT or Claude) to accelerate diagnosis, anchor them in verified documentation, and validate all output.
- Engage clearly and professionally with non-technical users, collecting sufficient information upfront to enable single-touch resolution.
- Escalate issues to engineering with comprehensive diagnostic context when a product defect is confirmed.
- Record your diagnostic process so subsequent agents, and future AI workflows, can apply it.
What you will NOT be doing
- Working from scripts or flowcharts designed for a single product.
- Processing the simple queue. AI already resolves tickets solvable through knowledge-base searches.
- Escalating difficult problems to engineering without first replicating and isolating them.
- Allowing AI to perform analysis unchecked, or copying its responses without verification.
- Waiting for direction, or relying on others to clear obstacles for you.
Key responsibilities
Diagnose and resolve complex, ambiguous 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 making 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.
- Available to work full-time (40 hours/week), with all working hours falling between 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern).
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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