L2 Support Engineer, Alpha; Remote

Overview

A student’s lesson progress depends on identifying and resolving issues in Alpha’s learning platform. You will diagnose complex, ambiguous problems that affect students and guides, replicating issues in environments that match affected setups, reviewing logs and documentation, and using AI tools to accelerate diagnosis while validating outputs to ensure classroom readiness.

• Take ownership of escalated, ambiguous tickets from students, parents, and guides that could not be resolved by AI or L1 support.
• Replicate user-reported failures in environments that match the device, application version, and configuration, using logs and actual artifacts.
• Investigate across Alpha’s learning application ecosystem (ticketing systems, Slack channels, knowledge repositories, logs) prior to escalation.
• Employ AI tools to expedite diagnostic processes, anchor them in verified documentation, and validate all generated outputs.
• Engage with non-technical users clearly and professionally, collecting sufficient information upfront to enable single-touch resolution.
• Escalate to engineering only when a product defect is confirmed, providing complete diagnostic context.
• Document your diagnostic approach so future agents and AI workflows can benefit from your work.

• Relying on scripts or decision trees for a single product.
• Working the straightforward ticket queue; AI already resolves issues that require simple knowledge-base lookups.
• Escalating difficult problems to engineering without first replicating and diagnosing them.
• Allowing AI to perform reasoning on your behalf, or submitting its output without verification.
• Waiting for direction or depending on others to remove blockers.

Diagnose and resolve complex, ambiguous customer issues to root cause across Alpha’s education products.

• 2+ years in a hands-on technical role such as technical support, software engineering, QA, sysadmin, or Dev Ops. The title does not need to be "support."
• Comfortable making and reading REST API calls and JSON, interpreting HTTP status codes, and working in a command line and logs.
• Hands-on experience using AI tools (such as ChatGPT or Claude) in daily technical work.
• Professional fluency in English, written and spoken.
• Available to work full-time (40 hours/week) with working hours between 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern).

• Experience supporting non-technical end users (in education, edtech, or consumer apps).
• Hands-on experience directing AI tools and catching their mistakes.
• A track record of troubleshooting across several unrelated products, not just one.
• Developer-grade depth: ability to read code or trace an API call when the problem demands it.

Alpha reimagines the school day around faster learning, stronger mentorship, and more time for students to build real-world skills. Alpha hires teachers (guides), operators, admissions experts, school & curriculum leaders, and remote team members.