Technical Support Specialist, Alpha; Remote

This is a production-level technical support role focusing on AI-assisted resolution of complex tickets in educational technology environments.

• AI-Augmented Customer Resolutions:
  Examine complex tickets escalated by AI systems, contribute human insight where AI is limited, and then narrow that gap by enhancing the AI system

• Spending two full months ramping up; you will be expected to gain proficiency on multiple products within the first month (we acknowledge this is demanding)
• Depending on your managers for unblocking; if you are not skilled at removing your own obstacles, you will likely find this role challenging

• Combine technical human judgment and AI tools to provide outstanding customer support, concentrating on sophisticated issues that AI cannot yet entirely address

• A minimum of 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
• Must be based in a North or South American time zone