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

What You Will Be Doing

• Address unclear, escalated support requests from students, parents, and guides that AI and L1 could not resolve.
• Replicate issues in environments mirroring the user's device, application, and setup, using logs and actual data.
• Conduct thorough investigations across Alpha's learning applications (tickets, Slack, knowledge repositories, logs) prior to escalating.
• Use AI tools (such as ChatGPT or Claude) to accelerate diagnosis, anchor them in authentic documentation, and validate all outputs.
• Engage clearly and professionally with non-technical users, collecting sufficient information upfront to enable single-pass resolution.
• Escalate issues to engineering with comprehensive diagnostic context when a genuine product defect is confirmed.
• Record your diagnostic reasoning so future team members and AI workflows can leverage it.

What You Won’t Be Doing

• Working from scripts or decision trees for a single product.
• Managing the simple queue.
• AI already handles tickets solvable through knowledge-base searches.
• Escalating difficult problems to engineering without first replicating and isolating them.
• Allowing AI to do your thinking, or delivering its responses without verification.
• Waiting for direction, or relying on others to remove blockers.

Basic Requirements

• 2+ years in a hands-on technical role such as technical support, software engineering, QA, sysadmin, or DevOps.
• Your job title does not have to be "support."
• Comfortable constructing and reading REST API calls and JSON, understanding HTTP status codes (such as 401 vs 404 and 429 vs 403), and operating in command line and log environments.
• Practical experience using AI tools (such as ChatGPT or Claude) in daily technical work.
• Professional fluency in written and spoken English.
• Available to work full-time (40 hours/week), with all working hours between 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern).

Nice-to-have Requirements

• Experience supporting non-technical end users (in education, edtech, or consumer applications), not only IT professionals.
• Praactical experience guiding AI tools and identifying their errors.
• A proven history of troubleshooting across multiple unrelated products, not a single one.
• Developer-level proficiency: capable of reading code or tracing an API call when necessary.