L2 Support Engineer, Alpha (Remote) - $60,000/year USD

Educational support infrastructures face mounting complexity as demands from students, families, and institutions escalate. Institutions require immediate, AI-enabled responses spanning 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 functioning within 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 excel when reference materials are sparse, when challenges bridge technology, operations, and pedagogy, and when you can transition from technical diagnosis to stakeholder coordination without sacrificing precision, this role will resonate deeply. What You Will Be Doing • AI-Augmented Customer Resolutions: Investigate escalated tickets from AI systems, apply human judgment where AI capabilities fall short, and subsequently enhance the AI platform through your findings What You Won’t Be Doing • Spending two full months onboarding; you will be required to achieve proficiency across multiple products within your first month (we recognize this expectation is demanding) • Depending on managers to unblock you; if you are not skilled at removing your own obstacles, this role will present significant challenges L2 Support Engineer Key Responsibilities • Combine technical human judgment and AI tooling to provide superior customer support, concentrating on sophisticated problems that AI cannot yet independently address Basic Requirements • A minimum of 3 years total experience in technical customer support positions • Foundational coding ability for troubleshooting and bug remediation purposes • Troubleshooting Skills: Articulating intricate problems clearly, exhibiting 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 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-AR-COUNTRY-L2SupportEngin.004