Responsibilities

• Address escalated support tickets from users that were unresolved by AI and L1 support.
• Replicate issues in a matching environment and analyze logs and documentation.
• Investigate across various learning applications before escalation.
• Utilize AI tools to speed up diagnostics while ensuring accuracy.
• Provide clear communication to non-technical users, aiming for resolution in one interaction.
• Escalate verified product defects to the engineering team.
• Document your diagnostic process for future reference.

What You Won’t Do

• Avoid executing scripts or following rigid decision trees for a single product.
• Skip managing straightforward tickets already resolved by AI.
• Never pass unresolved problems to engineering without prior thorough investigation.
• Validate AI output instead of relying on it blindly.
• Take initiative without waiting for guidance from others.

Key Responsibilities

Resolve complex customer issues related to Alpha's education products.

Basic Requirements

• 2+ years in a technical role such as support, software engineering, or DevOps.
• Familiarity with making REST API calls, reading logs, and interpreting HTTP status codes.
• Experience using AI tools in technical tasks.
• Fluent in English, both written and spoken.
• Availability for full-time work during specified hours.

Nice-to-have Requirements

• Experience supporting non-technical users, especially in educational settings.
• Ability to direct AI tools effectively and catch inaccuracies.
• A diverse troubleshooting background across various products.
• Capable of reading code or tracing API calls when necessary.

About Alpha

Alpha is transforming the educational experience by prioritizing student growth and mentorship. The team includes educators, operational experts, and leaders dedicated to creating a better school environment.

Join Us

This full-time, long-term position pays $30/hour and offers a meaningful opportunity to impact students' lives. Apply to learn more about this exciting role!