Escalation Engineer - Alpha Education Platform (Remote, Ireland)

Role Overview

You will take ownership of complex technical issues escalated from students, parents, and guides within Alpha's educational applications that AI and Level 1 support cannot resolve. Your responsibility includes replicating user issues based on their configurations, analyzing logs and documentation, leveraging AI assistance while validating outputs, and delivering accurate solutions that restore product functionality. This position involves onboarding to a new product almost weekly and requires a proactive, autonomous approach to problem-solving, ensuring a positive and uninterrupted learning experience for children.

Key Responsibilities

• Efficiently troubleshoot and resolve escalated, intricate tickets that remain unsolved by AI or frontline support.
• Reproduce issues precisely within an environment mirroring the user's device and app setup, utilizing logs and related artifacts.
• Investigate across multiple resources including tickets, Slack channels, knowledge bases, and logs before escalating genuine product defects to engineering teams.
• Apply AI tools such as ChatGPT or Claude to speed up diagnostics, but rigorously verify all AI-generated data.
• Maintain clear, professional communication with non-technical stakeholders to collect thorough information and resolve issues in minimal interactions.
• Create comprehensive documentation to aid peers and improve AI-driven workflows for future cases.

What This Role Does Not Include

• Following scripted workflows or decision trees restricted to a single product.
• Handling straightforward issues that AI can resolve independently.
• Escalating problems without prior detailed replication and isolation of causes.
• Relying on AI without manual validation or waiting passively for directives.

Candidate Requirements

• Minimum of 2 years’ practical technical experience in roles such as technical support, software engineering, QA, system administration, or DevOps.
• Familiarity with REST API calls and JSON data, and the ability to interpret HTTP status codes like 401, 404, 429, and 403.
• Proficiency in working with command-line interfaces and analyzing logs.
• Experience employing AI tools (e.g., ChatGPT, Claude) in daily technical problem-solving.
• Fluency in English, both written and spoken.
• Availability for a full-time schedule of 40 hours per week within 1:00 PM to 10:00 PM UTC (8:00 AM to 5:00 PM US Eastern).

Preferred Qualifications

• Background supporting end users who are not technically oriented, especially within education or consumer applications.
• Strong competencies in directing AI tools and identifying their errors.
• Demonstrated ability to troubleshoot across diverse, unrelated products.
• Developer-level understanding enabling you to read code or trace API requests when necessary.

About Alpha

Alpha is dedicated to transforming education by reshaping the school day to accelerate learning, enhance mentorship, and increase student engagement with real-world skills. The company hires a range of professionals including teachers, operations, admissions, and remote team members, offering competitive positions that make a meaningful impact on education. Alpha promotes a fast-paced, student-focused culture designed for innovative builders who aim to improve educational systems.

Employment Details

This is a full-time, long-term contractor role requiring a 40-hour workweek. The position is immediately open and involves an independent contractor agreement with Crossover. Compensation is set at $30 per hour, which approximates an annual salary of $60,000 based on 40 hours per week and 50 working weeks per year. Payments are issued weekly.