Technical Support Engineer, Alpha

Role Overview

This position sits at the intersection of technical support, AI-assisted troubleshooting, and educational operations. You will help resolve difficult issues affecting learning tools, student information systems, identity services, devices, networks, and related workflows in a fast-moving environment where problems often involve multiple teams and incomplete documentation.

Rather than handling routine tickets, this role focuses on production-level investigation and resolution. Your work will help improve future automation, inform process and policy changes, and create better outcomes for students, families, and educators.

What You’ll Do

• Investigate complex support cases escalated by AI systems and apply human judgment where automation falls short.
• Use AI tools to build and test hypotheses, speed up diagnosis, and reach resolution faster.
• Document the reasoning behind fixes so both systems and teams can learn from each case.
• Identify recurring patterns and turn isolated incidents into broader operational improvements.
• Work across technical and non-technical stakeholders while keeping communication clear and accurate.

What This Role Is Not

• A routine ticket-processing job.
• A role centered on following scripts without deeper analysis.
• A position where you can rely heavily on managers to remove blockers for you.
• A long onboarding track; you are expected to become productive across several products within the first month.

Requirements

• At least 3 years of overall experience in technical customer support.
• Working knowledge of coding for troubleshooting and basic bug fixing.
• Strong diagnostic ability, including breaking down complicated issues into simple language.
• Comfort with proposing several possible fixes and choosing the most relevant troubleshooting path.
• High attention to detail and strong problem comprehension.
• Ability to work independently and unblock yourself without much hand-holding.
• Must be located in a North American or South American time zone.

Employment Details

This is a full-time role with a 40-hour work week and a long-term engagement. The position is available immediately. You will work as an independent contractor under a Contractor of Record arrangement.

Compensation

The role pays USD 30 per hour, which works out to USD 60,000 per year based on 40 hours per week and 50 weeks per year. Payment is made weekly.

About the Organization

The company supports a learning model focused on reshaping traditional education through AI. Its approach aims to help students master core academics in a shorter school day while leaving more time for hands-on, interest-based learning.

Additional Information

Crossover job code: LJ-5729-JM-COUNTRY-TechnicalSuppo1.003