Technical Support Specialist
Crossover
Job Overview
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Job Description
About the Role
The Technical Support Specialist at Alpha is responsible for production-level, hands-on troubleshooting in a service environment, using AI-driven tools and human analysis to resolve complex issues. You will investigate multi-party failures spanning educational applications, student information systems, authentication platforms, network infrastructure, and operational processes. Each resolution you provide contributes to future automation and process refinement.
Key Responsibilities
- Utilize AI-augmented tools to resolve escalated tickets
- Translate complex problems into accessible language
- Document human analysis that trains both technology and colleagues
- Identify trends to convert isolated fixes into lasting improvements
What You Will Be Doing
You will combine specialized human judgment with AI-driven methods to handle escalated support tickets that AI systems cannot fully resolve. This role involves direct problem-solving, process improvement, and coordinating with multiple stakeholders within the educational support ecosystem.
What You Won't Be Doing
- Spending an extended ramp-up period – proficiency is expected within the first month
- Relying excessively on management for problem resolution
Basic Requirements
- Minimum of 3 years technical customer support experience
- Fundamental programming skills for troubleshooting bugs
- Must be located in North or South America
- Excellent troubleshooting and diagnostic skills
About Alpha
Alpha School is on a mission to reshape education by harnessing AI to accelerate learning. They are creating a new paradigm where students master core academics in just two hours a day, allowing more time for hands-on, passion-driven learning.
Working with Us
This is a full-time (40 hours per week) long-term position available immediately via an independent contractor agreement with Crossover. Compensation is $30 USD per hour, equating to an annual salary of $60,000 USD (based on 40 hours per week and 50 weeks per year) with weekly payments.
Key skills/competency
- Technical support
- Troubleshooting
- AI-driven tools
- Customer support
- Process improvement
- Programming
- Diagnostic skills
- Stakeholder coordination
- System analysis
- Education technology
How to Get Hired at Crossover
- Research Crossover's culture: Review mission, values, and recent projects.
- Customize your resume: Highlight AI troubleshooting and support skills.
- Demonstrate technical skills: Prepare examples of complex troubleshooting.
- Showcase independence: Emphasize self-starting and problem-solving capabilities.
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