Description
A student attempts to start a lesson, but the app fails to load. A guide's dashboard displays incorrect mastery scores. L1 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 true underlying problem.
The majority of your workday is spent on tickets that have defeated all prior attempts at resolution, spanning the diverse set of applications that comprise Alpha's learning platform. You recreate the failure in an environment that replicates the student's or guide's configuration, examine logs and documentation, leverage AI to accelerate your workflow, and then validate every output it produces, because an incorrect answer delivered to a classroom scales rapidly. You will come up to speed on a new product nearly every week. That is the nature of this role, not a cautionary note.
You take full ownership of each issue: recreate it, identify the root cause, and resolve it with the minimum number of interactions required to restore the student or guide to productivity. The documentation you create enables the next agent and the next AI workflow to operate more effectively, so your solution continues to deliver value well beyond the current ticket. As you progress, you become the resource the team relies on for its most challenging education-product issues.
If you are drawn to difficult, ambiguous problems, and you genuinely care that the product at stake supports a child's education, apply.
What you will be doing
- Resolve complex, escalated tickets from students, parents, and guides that have not been resolved by AI and L1 support.
- Recreate failures in an environment that matches the user's device, app, and configuration, working with logs and actual artifacts.
- Conduct thorough investigations across Alpha's learning apps (tickets, Slack, knowledge bases, logs) prior to escalation.
- Use AI tools (such as ChatGPT or Claude) to accelerate diagnosis, anchor them in actual documentation, and validate all outputs.
- Communicate with clarity and composure to non-technical users, collecting sufficient information upfront to enable single-pass resolution.
- Escalate issues to engineering with complete diagnostic context when a product defect is confirmed.
- Record your diagnostic reasoning so subsequent agents, and future AI workflows, can leverage it.
What you will NOT be doing
- Working from scripts or decision trees on a single product.
- Processing the easy queue. AI already resolves the tickets that can be solved with a knowledge-base lookup.
- Escalating difficult problems to engineering without first recreating and isolating them.
- Allowing AI to think for you, or submitting its output without verification.
- Waiting for direction, or for someone else to remove obstacles.
Key responsibilities
Resolve complex, ambiguous customer issues 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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