Description
A student attempts to begin a lesson, but the application fails to load. A guide reviews their dashboard and discovers incorrect mastery scores. L1 support and AI have both attempted resolution without success. The issue now rests with you — and a child's learning session depends on your ability to identify the underlying problem.
The majority of your workday is dedicated to tickets that have resisted resolution by other channels, 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 conditions, examine logs and documentation, leverage AI to accelerate your workflow, and then validate all output it produces, because an incorrect response delivered into an educational setting can rapidly multiply in impact. You will onboard to a different product nearly every week. This is the nature of the role, not a cautionary note.
You take full ownership of each issue: replicate it, determine 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 both the next support agent and the next AI workflow, ensuring your solution continues to deliver value well beyond the current ticket. With time, you will become the resource the team turns to for its most challenging education-product escalations.
If you are drawn to difficult, ambiguous challenges, and you genuinely care that the product ultimately serves a child's education, submit 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 support.
- Replicate failures in controlled environments that mirror the user's device, application, and configuration, drawing on logs and concrete artifacts.
- Conduct investigations across Alpha's suite of learning applications (ticketing systems, Slack channels, knowledge repositories, logs) prior to escalation.
- Deploy AI tools (such as ChatGPT or Claude) to expedite diagnosis, anchor them in authoritative documentation, and validate all generated output.
- Engage with non-technical users in a clear and composed manner, 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 logic so subsequent agents and AI workflows can leverage it.
What you will NOT be doing
- Executing scripted workflows or decision trees for a single product.
- Processing the routine queue. AI already handles tickets solvable through knowledge-base queries.
- Escalating difficult issues to engineering without first replicating and isolating them.
- Relying on AI to perform analysis for you, or submitting its output unchecked.
- Waiting for direction, or for others to remove obstacles from your path.
Key responsibilities
Diagnose and resolve complex, ambiguous customer issues to root cause across Alpha's education product portfolio.
Candidate requirements
- 2+ years of hands-on experience in a technical capacity such as technical support, software engineering, QA, system administration, or DevOps. A formal "support" title is not required.
- Proficiency in constructing and interpreting REST API calls and JSON, understanding HTTP status codes (such as 401 vs 404 and 429 vs 403), and operating within command-line interfaces and log files.
- Practical experience incorporating AI tools (such as ChatGPT or Claude) into daily technical workflows.
- Professional-level fluency in written and spoken English.
- Availability to work full-time (40 hours/week), with all working hours scheduled between 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern).
Nice to have
- Background supporting non-technical end users (in education, edtech, or consumer applications), rather than IT professionals exclusively.
- Practical experience guiding AI tools and identifying their errors.
- Demonstrated ability to troubleshoot across multiple distinct products, not limited to a single platform.
- Developer-level proficiency: capable of reading code or tracing API calls when the issue requires it.
You will be working for
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