Educational support systems face mounting complexity as schools, students, and families demand more. Today's institutions require immediate, AI-powered responses spanning learning platforms, student information systems, devices, and operational workflows. Yet most support teams remain constrained by disconnected tools, manual handoffs, and fragile workflows that break when confronted with real-world challenges.

We address this challenge through a fundamentally reimagined approach: AI-enhanced "cyborg" agents positioned at the heart of a dynamic educational environment. In this position, you will influence how the system evolves. Each resolution strengthens future automation capabilities, each root cause investigation shapes process and policy decisions, and each complex scenario you solve improves outcomes for thousands of students and educators.

This is production-grade, hands-on problem resolution within a service context. You will investigate ambiguous, multi-party failures spanning learning applications, student information systems, identity platforms, network infrastructure, and operational processes; use AI to develop hypotheses, validate solutions, and expedite resolution workflows; capture the human analysis that instructs both systems and colleagues; and surface patterns that transform isolated fixes into sustainable, organization-wide enhancements.

This role does not involve basic ticket sorting, script execution, or "escalate and wait" approaches. If you excel when documentation is sparse, when challenges cross engineering, operations, and academic boundaries, and when you can transition from technical analysis to stakeholder communication without compromising precision, this opportunity will suit you well.

What You Will Be Doing

• AI-Augmented Customer Resolutions: Examine complex tickets escalated from AI systems, apply human judgment to gaps where AI underperforms, and enhance the AI system to close those gaps
  
  

What You Won’t Be Doing

• Spending two full months ramping up; you will be expected to gain proficiency across multiple products within the first month (we acknowledge this is an aggressive timeline)
• Depending on your managers for assistance; if you are not skilled at self-unblocking, this role will present significant challenges
  
  

Customer Support Engineer Key Responsibilities

• Combine technical human judgment with AI capabilities to provide outstanding customer support, concentrating on sophisticated issues that AI cannot currently fully address
  
  

Basic Requirements

• A minimum of 3 years total experience in a technical customer support role
• Foundational coding abilities for troubleshooting and bug resolution purposes
• Troubleshooting Skills: Translating complex issues into simple language, showing deep problem comprehension, suggesting appropriate troubleshooting approaches, offering multiple solution alternatives, and exhibiting careful attention to detail
• Must be located in a North or South American time zone
  
  

About Alpha

Want to join a learning rebellion that’s transforming the traditional classroom?

Alpha School is on a mission to reshape education with a bold approach that harnesses AI to accelerate learning and unleash student potential.

They don’t play by the old rules.

Alpha is creating a new paradigm where students master core academics in just two hours a day, freeing up time for hands-on, passion-driven learning that truly prepares them for the real world.

Alpha School is rewriting the rules of education.

Sounds too good to be true? It’s not.

There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you!

Working with us

This is a full-time (40 hours per week), long-term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record. The compensation level for this role is $30 USD/hour, which equates to $60,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult www.crossover.com/help-and-faqs for more details on this topic.

Crossover Job Code: LJ-5729-CL-Santiago-CustomerSuppor.002