{"schemaVersion":"jobsearcher.job.v1","id":"0c7b8729b8eab519364aaf07","url":"https://jobsearcher.com/jobs/0c7b8729b8eab519364aaf07","canonicalUrl":"https://jobsearcher.com/jobs/0c7b8729b8eab519364aaf07","title":"Customer Support Engineer, Alpha (Remote) - $60,000/year USD","description":"A student attempts to begin their lesson and the application fails to load. A guide's dashboard displays incorrect mastery scores. L1 support and the AI have already attempted resolution without success. The issue now belongs to you — and a child's educational session depends on your ability to identify the actual problem.The majority of your time is dedicated to tickets that other teams could not resolve, spanning the multiple applications that comprise Alpha's learning platform. You replicate the issue in an environment matching the student's or guide's configuration, examine logs and documentation, leverage AI to accelerate diagnosis, then validate all output it provides, because an incorrect solution deployed to a classroom scales the problem rapidly. You will onboard to a new product nearly every week. This is the nature of the role, not a cautionary note.You take full ownership of each issue from start to finish: replicate the behavior, identify the underlying cause, and resolve it in the minimum number of interactions needed to restore functionality for the student or guide. The diagnostic reasoning you document improves the capability of the next agent and the next AI workflow, ensuring your solution continues to deliver value well after you transition to the next ticket. Over time, you evolve into the specialist the team relies on for its most challenging education-product issues.If you seek the difficult, undefined problem, and you genuinely care that the product ultimately supports a child's learning, submit your application.What You Will Be DoingResolve complex, escalated tickets from students, parents, and guides that AI and L1 support were unable to close.Replicate failures in an environment mirroring the user's device, application, and configuration, utilizing logs and actual artifacts.Investigate across Alpha's learning applications (tickets, Slack, knowledge bases, logs) prior to escalation.Use AI tools (such as ChatGPT or Claude) to accelerate diagnosis, anchor them in actual documentation, and validate every result.Communicate with clarity and composure to non-technical users, collecting sufficient information upfront to resolve in one interaction.Escalate issues to engineering with complete diagnostic context when a product defect is confirmed.Document your diagnostic process so the next agent, and the next AI workflow, can leverage it.What You Won’t Be DoingExecuting scripts or decision trees on a single product.Working the straightforward queue. AI already resolves the tickets that require only a knowledge-base lookup.Escalating difficult problems to engineering without first replicating and isolating them.Allowing AI to think on your behalf, or inserting its output without verification.Waiting for direction, or for another person to remove obstacles.Customer Support Engineer Key ResponsibilitiesResolve complex, ambiguous customer issues to root cause across Alpha's education products.Basic Requirements2+ years in a hands-on technical role such as technical support, software engineering, QA, sysadmin, or DevOps. The title does not need to be \"support.\"Comfortable making and reading REST API calls and JSON, interpreting HTTP status codes (such as 401 vs 404 and 429 vs 403), and working in a command line and logs.Hands-on experience using AI tools (such as ChatGPT or Claude) in your daily technical work.Professional fluency in English, written and spoken.Available to work full-time (40 hours/week), with all working hours falling between 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern).Nice-to-have RequirementsExperience supporting non-technical end users (in education, edtech, or consumer apps), not just IT professionals.Hands-on experience directing AI tools and catching their mistakes.A track record of troubleshooting across several unrelated products, not just one.Developer-grade depth: you can read code or trace an API call when the problem demands it.About AlphaJoin the team building school around student growthAlpha reimagines the school day around faster learning, stronger mentorship, and more time for students to build real-world skills.Roles with real student impact: Alpha hires teachers (guides), operators, admissions experts, school & curriculum leaders, and remote team members.Education work that pays like it matters: Alpha offers six-figure roles for people ready to help build a radically better school experience.A culture built for builders: Alpha is fast-moving, ambitious, and student focused. It’s for people who want to improve the system, not maintain it.Alpha is where you can do the most meaningful work of your career.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 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. Consult www.crossover.com/help-and-faqs for more details on this topic.Crossover Job Code: LJ-5729-AR-COUNTRY-CustomerSuppor","company":"Crossover","rawCompany":"crossover","isRemote":true,"isActive":false,"createdAt":"2026-08-13T12:10:34.070Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"611710","title":"Educational Support Services","slug":"educational-support-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Support Engineer, Alpha (Remote) - $60,000/year USD","description":"A student attempts to begin their lesson and the application fails to load. A guide's dashboard displays incorrect mastery scores. L1 support and the AI have already attempted resolution without success. The issue now belongs to you — and a child's educational session depends on your ability to identify the actual problem.The majority of your time is dedicated to tickets that other teams could not resolve, spanning the multiple applications that comprise Alpha's learning platform. You replicate the issue in an environment matching the student's or guide's configuration, examine logs and documentation, leverage AI to accelerate diagnosis, then validate all output it provides, because an incorrect solution deployed to a classroom scales the problem rapidly. You will onboard to a new product nearly every week. This is the nature of the role, not a cautionary note.You take full ownership of each issue from start to finish: replicate the behavior, identify the underlying cause, and resolve it in the minimum number of interactions needed to restore functionality for the student or guide. The diagnostic reasoning you document improves the capability of the next agent and the next AI workflow, ensuring your solution continues to deliver value well after you transition to the next ticket. Over time, you evolve into the specialist the team relies on for its most challenging education-product issues.If you seek the difficult, undefined problem, and you genuinely care that the product ultimately supports a child's learning, submit your application.What You Will Be DoingResolve complex, escalated tickets from students, parents, and guides that AI and L1 support were unable to close.Replicate failures in an environment mirroring the user's device, application, and configuration, utilizing logs and actual artifacts.Investigate across Alpha's learning applications (tickets, Slack, knowledge bases, logs) prior to escalation.Use AI tools (such as ChatGPT or Claude) to accelerate diagnosis, anchor them in actual documentation, and validate every result.Communicate with clarity and composure to non-technical users, collecting sufficient information upfront to resolve in one interaction.Escalate issues to engineering with complete diagnostic context when a product defect is confirmed.Document your diagnostic process so the next agent, and the next AI workflow, can leverage it.What You Won’t Be DoingExecuting scripts or decision trees on a single product.Working the straightforward queue. AI already resolves the tickets that require only a knowledge-base lookup.Escalating difficult problems to engineering without first replicating and isolating them.Allowing AI to think on your behalf, or inserting its output without verification.Waiting for direction, or for another person to remove obstacles.Customer Support Engineer Key ResponsibilitiesResolve complex, ambiguous customer issues to root cause across Alpha's education products.Basic Requirements2+ years in a hands-on technical role such as technical support, software engineering, QA, sysadmin, or DevOps. The title does not need to be \"support.\"Comfortable making and reading REST API calls and JSON, interpreting HTTP status codes (such as 401 vs 404 and 429 vs 403), and working in a command line and logs.Hands-on experience using AI tools (such as ChatGPT or Claude) in your daily technical work.Professional fluency in English, written and spoken.Available to work full-time (40 hours/week), with all working hours falling between 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern).Nice-to-have RequirementsExperience supporting non-technical end users (in education, edtech, or consumer apps), not just IT professionals.Hands-on experience directing AI tools and catching their mistakes.A track record of troubleshooting across several unrelated products, not just one.Developer-grade depth: you can read code or trace an API call when the problem demands it.About AlphaJoin the team building school around student growthAlpha reimagines the school day around faster learning, stronger mentorship, and more time for students to build real-world skills.Roles with real student impact: Alpha hires teachers (guides), operators, admissions experts, school & curriculum leaders, and remote team members.Education work that pays like it matters: Alpha offers six-figure roles for people ready to help build a radically better school experience.A culture built for builders: Alpha is fast-moving, ambitious, and student focused. It’s for people who want to improve the system, not maintain it.Alpha is where you can do the most meaningful work of your career.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 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. Consult www.crossover.com/help-and-faqs for more details on this topic.Crossover Job Code: LJ-5729-AR-COUNTRY-CustomerSuppor","datePosted":"2026-08-13T12:10:34.070Z","dateModified":"2026-08-13T12:10:34.070Z","hiringOrganization":{"@type":"Organization","name":"Crossover","sameAs":"https://jobsearcher.com"},"jobLocationType":"TELECOMMUTE","applicantLocationRequirements":{"@type":"Country","name":"US"},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"0c7b8729b8eab519364aaf07"},"url":"https://jobsearcher.com/jobs/0c7b8729b8eab519364aaf07"}}