Especialista de Suporte Técnico, Alpha (Remote) - $60,000/year USD
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Educational support environments face mounting complexity even as demands from students, families, and school systems intensify. Today's schools require immediate, AI-powered responses spanning learning platforms, student information systems, hardware, and operational processes. Yet most support organizations remain trapped in disconnected tools, manual handoffs, and fragile workflows that collapse under practical pressure. We bridge this divide through a fundamentally reimagined approach: AI-enhanced "cyborg" agents positioned at the heart of a dynamic educational environment. In this position, you will influence how the platform evolves. Each resolution strengthens future automation capabilities, each root cause investigation shapes process and governance, and each complex scenario you decode improves outcomes for thousands of learners and teaching professionals. This is direct, production-level problem resolution within a service context. You will analyze ambiguous, multi-party system failures across educational applications, student information platforms, authentication infrastructure, connectivity layers, and operational processes; use AI to generate hypotheses, validate approaches, and expedite resolution strategies; capture the human logic that instructs both technology and colleagues; and proactively surface patterns that convert isolated interventions into sustainable, organization-wide enhancements. This is not ticket sorting, procedure execution, or "forward and wait." If you excel when documentation is sparse, when challenges intersect technology, operations, and pedagogy, and when you can transition from technical investigation to stakeholder coordination without compromising precision, this role will suit you well. What You Will Be Doing AI-Augmented Customer Resolutions: Evaluate complex support cases escalated by automated systems, apply human judgment to domains where AI underperforms, and subsequently enhance the AI system by closing those capability gaps What You Won’t Be Doing Taking two whole months to get up to speed; you will be expected to ramp up one several products within the first month (we are aware this is aggressive) Relying on your managers for help; if you are not adept at unblocking yourself, you will likely struggle in this role Especialista De Suporte Técnico Key Responsibilities Combine technical human expertise with AI-driven capabilities to provide outstanding customer support, concentrating on intricate challenges that AI cannot yet independently address Basic Requirements At least 3 total years of experience in a technical customer support role Basic coding skills for the purpose of troubleshooting/bug fixes Troubleshooting Skills: Explaining complex issues in simple terms, demonstrating strong problem understanding, recommending relevant troubleshooting strategies, proposing multiple solution paths, and showing attention to detail Must be based in a North or South American time zone About Alpha Want to join a learning rebellion that’s transforming the traditional classroom? Alpha School is on a mission to reshape education with a bold approach that harnesses AI to accelerate learning and unleash student potential. They don’t play by the old rules. Alpha is creating a new paradigm where students master core academics in just two hours a day, freeing up time for hands-on, passion-driven learning that truly prepares them for the real world. Alpha School is rewriting the rules of education. Sounds too good to be true? It’s not. There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you! Working with us This is a full-time (40 hours per week), long-term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record. The compensation level for this role is $30 USD/hour, which equates to $60,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult www.crossover.com/help-and-faqs for more details on this topic. Crossover Job Code: LJ-5729-MX-COUNTRY-Especialistade.005