Customer Support Engineer - Remote

Educational support organizations face mounting complexity as schools, students, and families demand higher service standards. Institutions require immediate, AI-powered responses spanning learning platforms, SIS infrastructure, device ecosystems, and operational workflows. Our approach resolves this through a distinct architecture: AI-enhanced "cyborg" operators functioning within a dynamic educational environment. In this position, you will influence system intelligence. Each resolution refines automation capabilities, each root cause investigation drives process and policy evolution, and each corner case you decode improves outcomes for thousands of learners and teaching professionals.
This role demands production-grade problem solving within a live service context. You will investigate ambiguous, cross-stakeholder breakdowns involving learning applications, SIS platforms, identity infrastructure, network systems, and operational processes; use AI to formulate hypotheses, validate approaches, and expedite resolution; If you excel when documentation is sparse, when challenges intersect engineering, operations, and pedagogy, and when you can shift from technical investigation to stakeholder coordination while maintaining precision, this opportunity will align naturally.
AI-Enhanced Issue Resolution: Investigate sophisticated tickets routed by AI platforms, deploy human judgment where AI reaches limitations, and subsequently enhance the AI framework by closing identified capability gaps

Technical Support Engineer Key Responsibilities
~ Combine technical human judgment with AI tooling to provide superior customer support, concentrating on intricate problems that AI cannot yet independently address

Minimum of 3 years total experience in technical customer support functions
Foundational coding ability for troubleshooting and bug resolution purposes
Diagnostic Capabilities: Translating intricate problems into accessible language, exhibiting solid comprehension of issues, suggesting appropriate troubleshooting methods, offering multiple resolution approaches, and displaying meticulous attention to detail
Alpha School is on a mission to reshape education with a bold approach that harnesses AI to accelerate learning and unleash student potential.
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.
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. Consult for more details on this topic.