Technical Support Engineer, Alpha; Remote

Educational support organizations face mounting complexity as schools, students, and families demand higher levels of service. Institutions now require immediate, AI-powered responses spanning learning platforms, student information systems, devices, and operational workflows. Yet most providers remain hampered by disconnected tools, manual handoffs, and fragile processes that break down under real-world pressure.

We address this challenge through a fundamentally different approach: AI-enhanced "cyborg" agents positioned at the heart of a live educational ecosystem. In this position, you will influence how the system evolves. Each resolution enhances future automation capabilities, every root cause investigation shapes process and policy decisions, and every edge case you resolve strengthens outcomes for thousands of students and educators.

This is practical, production-level troubleshooting within a service context. You will diagnose ambiguous, multi-party failures spanning learning applications, student information systems, identity platforms, network infrastructure, and operational processes; use AI to generate hypotheses, validate theories, and speed up resolution; capture the human reasoning that trains both systems and colleagues; and proactively surface patterns that convert isolated interventions into lasting, organization-wide improvements.

This is not ticket sorting, procedure-following, or "escalate and hope." If you excel when documentation is sparse, when issues cross engineering, operations, and academic boundaries, and when you can shift from technical investigation to stakeholder coordination without compromising precision, then this position will suit you well.

• AI-Augmented Customer Resolutions:
  Examine complex tickets escalated by AI systems, apply human judgment to areas where AI under performs, and then bridge the gap by enhancing the AI system

• Spending two full months getting oriented; you will be expected to ramp up on several products within the first month (we recognize this is demanding)
• Depending on your managers for assistance; if you are not skilled at unblocking yourself, you will likely find this role challenging

• Combine technical human expertise and AI capabilities to provide exceptional customer support, concentrating on complex issues 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

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!

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-Dallas-Technical Suppo
1.003