L2 Support Engineer, Alpha

L2 Support Engineer, Alpha

Educational support organizations face mounting complexity as demands from schools, students, and families escalate. Schools require immediate, AI-powered responses spanning learning platforms, student information systems, devices, and operational workflows. Yet most teams remain trapped in disjointed tools, manual handoffs, and fragile systems that collapse under pressure.

We address this challenge through a fundamentally reimagined approach: AI-enhanced "cyborg" agents positioned at the core of a dynamic educational environment. In this position, you will influence how the system evolves. Each resolution strengthens future automation, each root cause investigation shapes process and policy, and each edge case you decode improves outcomes for thousands of students and educators.

This is direct, production-level problem resolution in a service context. You will diagnose ambiguous, multi-party failures spanning learning applications, student information platforms, identity systems, networks, and operational processes; use AI to formulate hypotheses, validate solutions, and accelerate resolution; capture the human logic that instructs both systems and colleagues; and systematically detect patterns that convert isolated interventions into lasting, organization-wide enhancements.

This is not ticket sorting, checklist execution, or "forward and wait." If you excel when documentation is sparse, when issues cross engineering, operations, and academic boundaries, and when you can shift from technical investigation to stakeholder coordination without compromising precision, then this position will be a strong fit.

What You Will Be Doing

• AI-Augmented Customer Resolutions: Examine complex tickets escalated by AI systems, contribute human judgment to areas where AI underperforms, and subsequently enhance the AI system to close identified gaps.

What You Won’t Be Doing

• Spending two full months getting oriented; you will be expected to ramp up on multiple products within the first month (we recognize this is demanding).
• Depending on your managers for assistance; if you are not skilled at removing your own blockers, you will likely find this role challenging.

L2 Support Engineer Key Responsibilities

• Combine technical human judgment and AI capabilities to provide exceptional customer support, concentrating on complex cases that AI cannot yet independently resolve.

Basic Requirements

• Must be located in North or South America.
• At least 3 total years of experience in a technical customer support role.
• Basic coding skills for the purpose of troubleshooting/bug fixes.
• Troubleshooting Skills: Explaining complex issues in simple terms, demonstrating strong problem understanding, recommending relevant troubleshooting strategies, proposing multiple solution paths, and showing attention to detail.

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.

Key skills/competency

• Technical Support
• AI Augmentation
• Troubleshooting
• Problem Resolution
• Customer Service
• System Integration
• Process Improvement
• Stakeholder Management
• Basic Coding
• Critical Thinking