Ingeniero de Soporte Técnico, Alpha (Remote) - $60,000/year USD

Educational support infrastructure is collapsing under mounting complexity as demands from students, families, and schools intensify. Today's schools require immediate, AI-powered responses spanning learning platforms, student information systems, device management, and operational workflows. Yet most support organizations remain trapped in disconnected tools, manual handoffs, and fragile systems that crumble when tested by real-world scenarios. We bridge this divide through a fundamentally reimagined approach: AI-enhanced "cyborg" agents positioned at the heart of a dynamic educational environment. In this position, you will influence how the entire system evolves. Each resolution strengthens future automation capabilities, each root cause investigation shapes process and policy decisions, and each anomaly you solve amplifies outcomes for thousands of learners and teaching professionals. This role demands production-grade, hands-on problem resolution within a live service context. You will deconstruct ambiguous, multi-party failures spanning learning tools, SIS platforms, identity infrastructure, network systems, and operational processes; deploy AI to formulate hypotheses, validate theories, and expedite resolution pathways; capture the human logic that trains both technology and colleagues; and proactively surface patterns that convert isolated fixes into lasting, organization-wide enhancements. This is not about sorting tickets, following scripts, or defaulting to "escalate and pause." If you excel when documentation is sparse, when challenges cross engineering, operations, and academic domains, and when you can transition from deep technical analysis to stakeholder coordination without compromising precision, this role will resonate with you. What You Will Be Doing • AI-Enhanced Customer Resolution: Investigate complex support cases escalated from AI-driven systems, apply specialized human judgment where AI capabilities end, and subsequently enhance the AI framework to narrow that performance gap What You Won’t Be Doing • Spending two full months learning the ropes; you will be required to achieve proficiency across multiple products within your first month (we recognize this is demanding) • Depending on your managers for assistance; if you cannot consistently unblock yourself, this role will pose significant challenges Ingeniero De Soporte Técnico Key Responsibilities • Combine advanced technical human judgment with AI-driven tools to provide outstanding customer support, prioritizing intricate problems that remain beyond current AI resolution capacity Basic Requirements • Minimum of 3 years cumulative experience in technical customer support functions • Foundational coding ability sufficient for troubleshooting and implementing bug fixes • Troubleshooting Competencies: Translating intricate technical issues into accessible language, exhibiting deep problem comprehension, identifying appropriate diagnostic approaches, suggesting multiple resolution avenues, and maintaining rigorous attention to detail • Must operate from a time zone within North or South America About Alpha 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! Working with us 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 www.crossover.com/help-and-faqs for more details on this topic. Crossover Job Code: LJ-5729-US-RoundRoc-IngenierodeSop.001