Description
A student opens the app to begin learning, but nothing loads. A guide's dashboard displays incorrect mastery data. L1 support and the AI assistant have both attempted resolution without success. The issue is now yours — and a child's ability to learn today depends on your ability to identify what has gone wrong.
The majority of your workload consists of tickets that have resisted closure by others, spanning the diverse applications that comprise Alpha's learning platform. You replicate the issue in an environment matching the student's or guide's configuration, examine logs and documentation, leverage AI to accelerate your work, and then validate every output it provides — because an incorrect answer delivered to a classroom scales damage rapidly. You will onboard to a new product nearly every week. This is the nature of the role, not a disclaimer.
You take full ownership of each issue: replicate it, identify root cause, and resolve it with the minimum number of interactions required to restore functionality for the student or guide. The diagnostic reasoning you document strengthens the capabilities of the next support agent and the next AI process, ensuring your solution continues to deliver value well beyond the current ticket. In time, you will become the engineer the team relies on for the most difficult education-product challenges.
If you are motivated by complex, ambiguous problems and genuinely care that the product serves to help a child learn, submit your application.
What you will be doing
- Resolve complex, escalated issues from students, parents, and guides that could not be closed by AI or L1 support.
- Replicate failures in an environment mirroring the user's device, application, and configuration, utilizing logs and actual artifacts.
- Conduct investigations across Alpha's learning applications (tickets, Slack, knowledge repositories, logs) prior to escalation.
- Deploy AI tools (such as ChatGPT or Claude) to accelerate diagnosis, anchor them in authentic 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 comprehensive diagnostic context when a product defect is confirmed.
- Document your diagnostic logic so subsequent agents and AI workflows can apply it.
What you will NOT be doing
- Executing scripts or following decision trees for a single product.
- Working the simple queue. AI already resolves tickets solvable through knowledge-base lookups.
- Escalating difficult problems to engineering without first replicating and isolating them.
- Allowing AI to perform the thinking, or submitting its output without verification.
- Waiting for direction or depending on others to remove blockers.
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.
Crossover's skill assessment process combines innovative AI power with decades of human research, to take the guesswork, human bias, and pointless filters out of recruiting high-performing teams.
Chat-style
screening interview.
Cognitive 
aptitude test.
Prove real-world 
job skills.
Interview with the hiring manager.
Pass
proctored test.
Accept job offer.
Frequently asked questions
Reviews
Meet some people who've landed similar jobs
Recruitment sucks. So we’re fixing it.
The Olympics of work
It’s super hard to qualify—extreme quality standards ensure every single team member is at the top of their game.
Premium pay for premium talent
Over 50% of new hires double or triple their previous pay. Why? Because that’s what the best person in the world is worth.
Shortlist by skills, not bias
We don’t care where you went to school, what color your hair is, or whether we can pronounce your name. Just prove you’ve got the skills.
Join the world's largest community of 
AI-first remote workers.