L2 Support Engineer

Job Overview: L2 Support Engineer at Crossover for Alpha

Educational support systems are facing unprecedented complexity, with schools, students, and families demanding faster, more reliable service. Traditional support models often struggle with disjointed tools and manual processes. Crossover, for its client Alpha, addresses this by implementing AI-enhanced "cyborg" support agents embedded within a live educational operations environment.

As an L2 Support Engineer, you will play a crucial role in evolving this system. Every resolution you provide will refine future automation, your identified root causes will shape policy, and each solved edge case will strengthen outcomes for thousands of students and educators. This is a hands-on troubleshooting role in a live service environment, demanding investigation into ambiguous, multi-party failures across learning platforms, SIS infrastructure, identity management, network systems, and operational processes.

You will leverage AI to generate hypotheses and accelerate resolutions, document human reasoning to train both systems and colleagues, and proactively identify patterns for scalable enhancements. This role is not about first-line triage; it's for those who excel when documentation is sparse, issues span multiple domains (engineering, operations, academic), and who can seamlessly transition between deep technical analysis and precise stakeholder communication.

What You Will Be Doing

• AI-Augmented Customer Resolutions: Investigate complex tickets escalated by AI systems, apply human judgment where AI falls short, and actively enhance the AI system to bridge those capability gaps.

What You Won’t Be Doing

• Taking two full months to reach productivity; you will be expected to ramp up on multiple products within your first month.
• Depending on your managers for assistance; self-unblocking skills are essential.

L2 Support Engineer Key Responsibilities

• Combine technical human judgment and AI capabilities to provide exceptional customer support, focusing on complex issues beyond current AI capabilities.

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 troubleshooting/bug fixes.
• Troubleshooting Skills: Ability to explain complex issues simply, strong problem understanding, recommending relevant troubleshooting strategies, proposing multiple solution paths, and demonstrating attention to detail.

About Alpha School

Alpha School is leading a learning revolution, transforming traditional classrooms by harnessing AI to accelerate learning and unleash student potential. They are building a new educational paradigm where students master core academics quickly, freeing time for hands-on, passion-driven learning that prepares them for the real world.

Working with Crossover

This is a full-time (40 hours per week), long-term independent contractor position with Crossover. The compensation is $30 USD/hour, equating to $60,000 USD/year, paid weekly. The position is immediately available.

Key skills/competency

• Technical Support
• Troubleshooting
• Customer Service
• AI Systems
• Process Improvement
• Problem Solving
• Coding Skills (Basic)
• Identity Management
• Network Systems
• Learning Management Systems (LMS)