Description
A student attempts to begin a lesson and the application fails to load. A guide notices incorrect mastery scores appearing on their dashboard. L1 support and the AI have both attempted resolution without success. The issue now lands with you — and a child's educational experience depends on your ability to identify the true cause.
The majority of your workday is spent resolving tickets that others were unable 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 work, and then validate everything it produces, because an incorrect answer delivered into a classroom creates cascading problems. You will onboard to a new product nearly every week. This is the nature of the role, not a caution.
You take full ownership of each issue: replicate it, identify the 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 agent and the next AI workflow, ensuring your solution continues to deliver value well beyond the current ticket. With experience, you become the go-to resource for the team's most challenging education-product issues.
If you are drawn to difficult, ambiguous problems, and you genuinely care that the product ultimately supports a child's learning, we invite your application.
What you will be doing
- Resolve complex, escalated support tickets from students, parents, and guides that could not be closed by AI or L1 teams.
- Replicate failures in an environment that matches the user's device, application, and configuration, using logs and actual artifacts.
- Conduct investigations across Alpha's learning applications (tickets, Slack, knowledge bases, logs) prior to escalation.
- Use AI tools (such as ChatGPT or Claude) to accelerate diagnosis, anchor them in authentic documentation, and verify all outputs.
- Communicate with clarity and composure to non-technical users, collecting sufficient information upfront to enable resolution in a single interaction.
- Escalate issues to engineering with complete diagnostic context when a product defect is confirmed.
- Document your diagnostic reasoning to enable reuse by the next person and the next AI workflow.
What you will NOT be doing
- Relying on scripts or decision trees for a single product.
- Managing the simple queue. AI already resolves tickets that can be answered through knowledge-base lookups.
- Escalating difficult problems to engineering without first replicating and isolating them.
- Allowing AI to do your thinking, or submitting its output without validation.
- Waiting for instructions, or for another person 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
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