Job Description

A student tries to start their lesson, but the app fails to load. A guide reviews their dashboard and sees incorrect mastery scores. L1 support and the AI have both attempted a resolution without success. The issue now lands with you — and a student's learning session depends on your ability to identify the real problem. The majority of your time is spent resolving tickets that no one else has been able to close, spanning the various applications that comprise Alpha's learning platform. Your work involves replicating the issue in an environment configured to match the student's or guide's setup, analyzing logs and documentation, leveraging AI to accelerate diagnosis, and then carefully validating its output — because an incorrect response delivered to a classroom can escalate rapidly. You will familiarize yourself with 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 underlying cause, and resolve it with minimal back-and-forth to restore functionality for the student or guide. The diagnostic reasoning you document strengthens the capability of the next agent and the next AI workflow, ensuring your solution continues to deliver value well beyond the current ticket. As you progress, you become the go-to resource for the team's most challenging education-product issues. If you are drawn to difficult, ambiguous challenges, and you genuinely care that the product 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 user-reported failures in environments that mirror the device, application, and configuration of the affected user, working with logs and actual artifacts.
Conduct investigation across Alpha's learning applications (ticketing systems, Slack, knowledge repositories, logs) prior to escalation.
Use AI tools (including ChatGPT or Claude) to expedite root-cause analysis, anchor them in verified documentation, and confirm every result.
Engage with non-technical users in a clear, 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 reasoning to enable reuse by future agents and AI workflows.

What You Won’t Be Doing

Working from scripts or decision trees tied to a single product.
Managing the straightforward ticket queue.
AI already resolves issues solvable through knowledge-base lookups.
Escalating difficult issues to engineering without first replicating and isolating them.
Allowing AI to substitute for your judgment, or forwarding its output unchecked.
Waiting for instructions or for others to remove blockers.

Key Responsibilities

Diagnose and resolve complex, ambiguous customer issues to root cause across Alpha's suite of education products.

Basic Requirements

2+ years in a hands-on technical role such as technical support, software engineering, QA, sysadmin, or DevOps. Your job title does not need to include "support."
Comfortable constructing and interpreting REST API calls and JSON, understanding HTTP status codes (such as 401 vs 404 and 429 vs 403), and operating in command-line environments and logs.
Practical experience applying AI tools (such as ChatGPT or Claude) in day-to-day technical work.
Professional fluency in English, both written and spoken.
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 Requirements

Experience providing support to non-technical end users (in education, edtech, or consumer applications), rather than IT professionals.
Practical experience guiding AI tools and identifying their errors.
Demonstrated ability to troubleshoot across multiple unrelated products, not limited to one.
Developer-level proficiency: capable of reading code or tracing an API call when the situation requires it.

About Alpha

Join the team building school around student growth. Alpha reimagines the school day around faster learning, stronger mentorship, and more time for students to build real-world skills. Roles with real student impact: Alpha hires teachers (guides), operators, admissions experts, school & curriculum leaders, and remote team members. Education work that pays like it matters: Alpha offers six-figure roles for people ready to help build a radically better school experience. A culture built for builders: Alpha is fast-moving, ambitious, and student focused. It’s for people who want to improve the system, not maintain it. Alpha is where you can do the most meaningful work of your career.

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.