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Technical Support Specialist, Alpha; Remote
Remote / Online - Candidates ideally in
Boston, Suffolk County, Massachusetts, 02298, USA
Listed on 2026-06-12
Boston, Suffolk County, Massachusetts, 02298, USA
Listing for:
Crossover
Remote/Work from Home
position Listed on 2026-06-12
Job specializations:
-
IT/Tech
Technical Support, IT Support, HelpDesk/Support
Job Description & How to Apply Below
This is a production-level technical support role focusing on AI-assisted resolution of complex tickets in educational technology environments.
What You Will Be Doing- 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
Key Responsibilities
- 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
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