L2 Support Engineer, Alpha (Remote) - $60,000/year USD

Educational support infrastructure today faces mounting complexity while demands from students, families, and institutions grow steadily. Institutions require immediate, AI-enabled responses spanning learning management systems, student information platforms, hardware devices, and operational processes. Yet most providers remain trapped in disconnected tools, manual handoff procedures, and fragile systems that collapse under practical pressure.We address this challenge through a fundamentally reimagined approach: AI-enhanced "cyborg" operatives functioning at the core of an active educational environment. In this position, you will influence how the platform evolves. Each resolution enhances subsequent automations, each root cause investigation shapes procedure and governance, and each complex scenario you decode strengthens results for thousands of learners and teaching professionals.This involves direct, production-level troubleshooting within a service context. You will diagnose unclear, multi-party failures spanning educational applications, student information architectures, authentication frameworks, network infrastructure, and operational procedures; employ AI to generate hypotheses, validate approaches, and expedite resolution strategies; capture the human analysis that instructs both technology and colleagues; and systematically recognize trends that convert isolated interventions into lasting, organization-wide enhancements.This position does not involve simple ticket routing, procedural script execution, or passive escalation workflows. If you excel when documentation remains sparse, when challenges cross engineering, operations, and curriculum boundaries, and when you transition seamlessly from technical investigation to stakeholder coordination while maintaining precision, this role will suit you well.What You Will Be DoingAI-Enhanced Issue Resolution: Examine sophisticated tickets elevated by AI infrastructure, contribute human judgment to domains where AI remains limited, and subsequently refine the AI capabilities to reduce future gapsWhat You Won’t Be DoingSpending two full months onboarding; you are expected to become productive across multiple products within your first month (we recognize this timeline is demanding)Depending heavily on management for assistance; if you lack proficiency in self-direction and obstacle removal, this role will present significant challengesL2 Support Engineer Key ResponsibilitiesCombine technical human judgment with AI systems to provide outstanding customer service, concentrating on sophisticated problems that AI cannot yet independently addressBasic RequirementsMust be located in North or South AmericaMinimum of 3 years total experience in a technical customer support capacityFundamental programming ability for troubleshooting and defect correction purposesDiagnostic Capabilities: Articulating complicated problems in accessible language, exhibiting robust comprehension of issues, suggesting appropriate diagnostic approaches, offering multiple resolution alternatives, and maintaining meticulous attention to detailAbout AlphaWant 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 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-US-COUNTRY-L2SupportEngin.002