L2 Support Engineer - Remote

Overview

As an L2 Support Engineer, your key mission is to diagnose and resolve issues that exceed the capabilities of initial support channels within Alpha's educational platform. You'll handle complex technical challenges affecting students' and guides' experiences, ensuring learning continuity and high-quality user engagement across multiple apps that form Alpha's suite.

Primary Responsibilities

• Investigate and resolve advanced support tickets originating from students, parents, and guides when lower-level support and AI tools have failed.
• Simulate user environments precisely, replicating device settings, app versions, and configurations to reproduce reported problems using logs and user data.
• Perform thorough research utilizing support tickets, internal chat channels, logs, and documentation prior to escalating issues.
• Leverage AI assistant tools such as ChatGPT or Claude to speed up troubleshooting while confirming the accuracy of AI outputs.
• Communicate effectively with non-technical users, gathering detailed information upfront aimed at a swift resolution with minimal follow-ups.
• Escalate confirmed product defects with comprehensive diagnostic evidence to engineering teams.
• Document detailed diagnostic procedures and reasoning to support continuous knowledge improvement and AI integration for future cases.

Exclusions

• Do not rely on rigid scripted solutions or single-application workflows.
• Avoid handling simple ticket queues already managed by AI or standard knowledge base articles.
• Do not escalate issues without reproducing the problem and narrowing down its cause.
• Critically evaluate AI outputs and never forward them without validation.
• Operate independently without requiring external intervention to resolve issues.

Candidate Requirements

• At least 2 years of hands-on technical experience in roles such as technical support, software engineering, QA, system administration, or DevOps, irrespective of job title.
• Proficient with REST API structures, JSON payloads, and HTTP status codes, alongside comfort navigating command-line interfaces and log files.
• Proven experience integrating AI tools like ChatGPT or Claude into technical workflows for troubleshooting purposes.
• Fluent professional English communication skills, both written and verbal.
• Ability to work full-time with a schedule limited to 1:00 PM to 10:00 PM UTC (8:00 AM to 5:00 PM US Eastern Time).

Preferred Skills

• Experience supporting non-technical end users, especially in education or consumer-facing software environments.
• Capability to effectively guide AI assistance and identify AI-generated errors.
• Demonstrated flexibility in troubleshooting a wide range of unrelated products.
• Developer-level technical proficiency allowing reading of source code or detailed tracing of API interactions as necessary.

About Alpha

Alpha is committed to transforming traditional schooling by focusing on accelerated learning, stronger mentoring relationships, and enabling students to gain practical skills. The company offers impactful roles that contribute to reshaping education, including teachers, operators, admissions personnel, curriculum leaders, and remote staff. Alpha promotes a fast-paced, ambitious culture oriented toward systemic improvement rather than maintenance.

Employment Details

This role is full-time (40 hours per week) and long-term, starting immediately. Employment is through an independent contractor agreement with Crossover acting as Contractor of Record. Compensation is $30 per hour, amounting to an annualized figure of $60,000 based on 50 working weeks per year. Payments are processed weekly.