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

A student attempts to begin a lesson and the application fails to load. A guide's dashboard displays incorrect mastery scores. L1 support and the AI assistant have both attempted resolution without success. The issue now belongs to you — and a child's educational progress depends on your ability to identify what has gone wrong.

The majority of your time is spent resolving tickets that have defeated other tiers of support, 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 produces, because an incorrect solution delivered to a classroom scales its damage rapidly. You will acquire working knowledge of a new product nearly every week. This is the core function, not a cautionary note.

You take ownership of each issue from start to finish: replicate the proble...