L2 Support Engineer

About the Role

Educational support organizations face mounting complexity as schools, students, and families demand faster, more intelligent assistance across learning platforms, student information systems, devices, and operational workflows. Most teams remain trapped in disconnected tools, manual handoffs, and fragile processes that collapse under real-world pressure.

We address this challenge through a fundamentally reimagined approach: AI-enhanced "cyborg" agents positioned at the heart of a dynamic educational ecosystem. 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 complex scenario you resolve amplifies outcomes for thousands of students and educators.

This is direct, production-level problem solving within a service context. You will investigate unclear, multi-party failures spanning learning applications, SIS platforms, identity systems, networks, and operational processes; use AI to generate hypotheses, validate approaches, and speed resolution; capture the human reasoning that instructs both systems and colleagues; and proactively surface patterns that convert isolated fixes into lasting, organization-wide improvements.

This is not simple ticket sorting, script execution, or "escalate and hope." If you excel when documentation is sparse, when issues cross engineering, operations, and academic boundaries, and when you can transition from technical diagnosis to stakeholder coordination without sacrificing precision, this role will suit you well.

What You Will Be Doing

• AI-Augmented Customer Resolutions: Examine complex tickets escalated by AI systems, contribute human expertise where AI is insufficient, and subsequently enhance the AI system by closing identified gaps

What You Won’t Be Doing

• Spending two full months getting up to speed; you will be expected to ramp up on several products within the first month (we acknowledge this is aggressive)
• Depending on your managers for assistance; if you are not skilled at unblocking yourself, you will likely find this role challenging

L2 Support Engineer Key Responsibilities

• Combine technical human expertise and AI capabilities to provide exceptional customer support, concentrating on complex issues that AI cannot yet completely address

Basic Requirements

• 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.

Crossover Job Code: LJ-5729-IN-COUNTRY-L2SupportEngin

Key skills/competency

• L2 Support Engineer
• AI-Augmented Support
• Technical Troubleshooting
• Complex Issue Resolution
• Customer Support
• Learning Platforms
• Student Information Systems
• Root Cause Analysis
• Stakeholder Coordination
• Coding for Troubleshooting