Technical Support Engineer, Alpha; Remote

Educational support organizations face mounting complexity as demands from schools, students, and families accelerate. Schools require immediate, AI-driven responses across learning platforms, student information systems, devices, and operational workflows. Yet most teams remain trapped in disconnected tools, manual handoffs, and fragile processes that collapse under real-world pressure.

We bridge this divide through a distinct approach: AI-enhanced “cyborg” agents positioned at the core of a functioning educational ecosystem. In this position, you will influence how the system evolves. Each resolution refines future automation, each root cause investigation shapes process and policy, and each edge case you decode strengthens results for thousands of learners and educators.

This is direct, production-level problem resolution in a service context. You will diagnose unclear, multi-party failures spanning learning applications, student information systems, identity infrastructure, networks, and operational processes; use AI to form hypotheses, validate, and speed resolution; capture the human reasoning that instructs both systems and colleagues; and proactively surface patterns that convert isolated interventions into lasting, organization-wide enhancements.

This is not queue management, script execution, or “escalate and wait.” If you perform best when documentation is sparse, when issues cross engineering, operations, and academic domains, and when you can transition from technical diagnosis to stakeholder coordination without sacrificing precision, this role will suit you.

• AI-Augmented Customer Resolutions:
  Examine complex tickets escalated by AI systems, deploy human judgment in areas where AI under performs, and subsequently enhance the AI system to close those gaps.

• Taking two whole months to get up to speed; you will be expected to ramp up on several products within the first month (we are aware this is aggressive).
• Relying on your managers for help; if you are not adept at unblocking yourself, you will likely struggle in this role.

• Combine technical human expertise and AI capabilities to provide exceptional customer support, concentrating on complex matters that AI cannot yet fully address.

• Must be based in North or South America.
• At least 3 total years of experience in a technical customer support role.
• Basic coding skills for the purpose of troubleshooting/bug fixes.
• Troubleshooting skills:
  Explaining complex issues in simple terms, demonstrating strong problem understanding, recommending relevant troubleshooting strategies, proposing multiple solution paths, and showing 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 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.

Alpha School is rewriting the rules of education.

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!

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  for more details on this topic.

Crossover Job Code: LJ-5729-US-Phoenix-Technical Suppo
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