Technical Support Specialist, Alpha (Remote) - $60,000/year USD

Overview

A student is ready to learn, but the app refuses to load. A guide's dashboard displays incorrect mastery scores. L1 support and the AI have already attempted resolution without success. The issue is now yours — and a child's learning day depends on you identifying what has actually gone wrong.

The majority of your workday will involve tickets that no one else managed to resolve, spanning the diverse applications that comprise Alpha's learning platform. You will replicate the issue in a setup that matches the student's or guide's environment, examine logs and documentation, leverage AI to accelerate your work, and then validate everything it produces, because an incorrect answer delivered to a classroom scales its impact rapidly. Ramping up on a new product nearly every week is expected.

Each problem is yours from start to finish: replicate it, identify the underlying cause, and resolve it with the fewest interactions necessary to res...