Ingeniero de Soporte Técnico, Alpha (Remote) - $60,000/year USD

Organizations supporting educational institutions face mounting operational complexity even as schools, students, and families demand faster, more intelligent service. Today's schools expect seamless, AI-powered assistance spanning learning platforms, student information systems, device management, and administrative processes. Yet most support teams remain trapped in disconnected tools, reactive escalation chains, and fragile workflows that collapse when tested by real-world scenarios.Our approach is structurally different: AI-enhanced "cyborg" support agents working at the heart of a dynamic educational technology environment. In this position, you will directly influence how the support system evolves. Each resolution you deliver feeds future automation capabilities, each root cause investigation shapes operational standards and policy, and each unusual scenario you solve scales benefit to thousands of students and teaching professionals.This role demands production-grade, technical problem solving within a service delivery context. You will investigate ambiguous, multi-party failures spanning educational applications, student information platforms, authentication infrastructure, network environments, and administrative processes; use AI as a tool to hypothesize, validate, and speed up resolution workflows; capture the human reasoning that trains both technology and colleagues; and surface recurring patterns that convert isolated fixes into sustainable, system-wide enhancements.This is not about sorting tickets, executing predefined scripts, or passing issues upstream. If you perform best when documentation is sparse, when challenges cross engineering, operations, and academic domains, and when you can transition from technical diagnostics to stakeholder communication without compromising precision, this position will suit you well.What You Will Be DoingAI-Enhanced Customer Issue Resolution: Diagnose escalated tickets that AI systems could not resolve independently, apply specialized human judgment where automation is insufficient, and subsequently refine the AI platform to handle similar casesWhat You Won’t Be DoingTaking a full two months to reach productivity; you will be expected to become effective across multiple products within your first month (we recognize this expectation is demanding)Depending on managers to resolve blockers; if you are not skilled at clearing your own obstacles, this role will present significant challengesIngeniero De Soporte Técnico Key ResponsibilitiesCombine advanced human technical judgment with AI system capabilities to provide outstanding customer support, concentrating on sophisticated problems that AI cannot yet independently solveBasic RequirementsMust be located in North or South AmericaMinimum of 3 years of total experience in technical customer support rolesFoundational coding ability sufficient for troubleshooting and minor bug resolutionDiagnostic Expertise: Communicating complicated technical issues clearly and simply, exhibiting deep problem comprehension, suggesting appropriate diagnostic approaches, identifying multiple resolution alternatives, and maintaining rigorous 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-RoundRoc-IngenierodeSop