Technical Support Engineer, Alpha

OverviewEducational support organizations face mounting complexity as schools, students, and families demand higher service standards.Institutions require immediate, AI-powered responses spanning learning platforms, SIS infrastructure, device ecosystems, and operational workflows.Yet most providers remain constrained by disconnected tools, manual handoffs, and fragile systems that collapse under operational pressure.Our approach resolves this through a distinct architecture: AI-enhanced "cyborg" operators functioning within a dynamic educational environment.In this position, you will influence system intelligence.Each resolution refines automation capabilities, each root cause investigation drives process and policy evolution, and each corner case you decode improves outcomes for thousands of learners and teaching professionals.This role demands production-grade problem solving within a live service context.You will investigate ambiguous, cross-stakeholder breakdowns involving learning applications, SIS platforms, identity infrastructure, network systems, and operational processes; use AI to formulate hypotheses, validate approaches, and expedite resolution; capture the human logic that instructs both technology and colleagues; and systematically recognize trends that convert isolated interventions into lasting, organization-wide gains.This is not queue management, procedure execution, or "forward and pause."If you excel when documentation is sparse, when challenges intersect engineering, operations, and pedagogy, and when you can shift from technical investigation to stakeholder coordination while maintaining precision, this opportunity will align naturally.What You Will Be DoingAI-Enhanced Issue Resolution: Investigate sophisticated tickets routed by AI platforms, deploy human judgment where AI reaches limitations, and subsequently enhance the AI framework by closing identified capability gaps.What You Won't Be DoingSpending two full months onboarding; you will be required to achieve proficiency across multiple products within your first month (we recognize this timeline is demanding).Depending on management to remove obstacles; if you lack the ability to self-unblock, this position will present significant challenges.Technical Support Engineer Key ResponsibilitiesCombine technical human judgment with AI tooling to provide superior customer support, concentrating on intricate problems that AI cannot yet independently address.Basic RequirementsMust be located in North or South AmericaMinimum of 3 years total experience in technical customer support functionsFoundational coding ability for troubleshooting and bug resolution purposesDiagnostic capabilities: translating intricate problems into accessible language, exhibiting solid comprehension of issues, suggesting appropriate troubleshooting methods, offering multiple resolution approaches, and displaying meticulous attention to detail.About AlphaAlpha 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 youWorking with UsThis 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.For more details, see .Crossover Job Code: LJ-****-BR-PortoAle-TechnicalSuppo1#J-*****-Ljbffr