L2 Support Engineer, Alpha; Remote

Educational support infrastructures face mounting complexity as demands from students, families, and institutions rise. Institutions require immediate, AI‑enabled responses across learning management systems, student information systems, hardware, and operational processes. Yet most support operations remain trapped in disconnected tools, reactive escalation models, and fragile frameworks that collapse under real‑world pressure.

We address this challenge through a radically different approach: AI‑enhanced “cyborg” support agents working inside a dynamic educational environment. In this position you will influence how the system evolves. Each resolution you deliver strengthens future automation capabilities, each root‑cause investigation shapes process and governance, and each complex scenario you decode enhances outcomes for thousands of learners and teaching professionals.

This is direct, production‑level troubleshooting within a service context. You will investigate unclear, multi‑party failures spanning educational applications, student information platforms, authentication systems, network infrastructure, and operational procedures; use AI to generate hypotheses, validate approaches, and expedite resolution; capture the human logic that instructs both technology and colleagues; and systematically surface patterns that convert isolated fixes into lasting, organization‑wide enhancements.

This is not ticket sorting, procedure execution, or “pass along and pause.” If you thrive when reference materials are sparse, challenges bridge technology, operations, and pedagogy, and you can transition from technical diagnosis to stakeholder coordination without sacrificing precision, this role will resonate deeply.

• Investigate escalated tickets from AI systems, apply human judgment where AI capabilities fall short, and subsequently enhance the AI platform through your findings.

• Spending two full months onboarding; you will be required to achieve proficiency across multiple products within your first month.
• Relying on managers to unblock you; you must be skilled at removing your own obstacles.

• Combine technical human judgment and AI tooling to provide superior customer support, focusing on sophisticated problems that AI cannot yet address independently.

• Minimum of 3 years total experience in technical customer support positions.
• Foundational coding ability for troubleshooting and bug remediation.
• Strong troubleshooting skills: articulating intricate problems clearly, demonstrating deep problem comprehension, identifying applicable diagnostic techniques, presenting multiple resolution approaches, and maintaining meticulous attention to detail.
• Location must fall within North or South American time zones.

Alpha School is on a mission to reshape education by harnessing 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 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. 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. Payment is weekly. Consult  for more details on this topic.

Crossover Job Code: LJ-5729-AR-COUNTRY-L2

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