Technical Support Specialist – Remote (Education Platform)

About the role

Join a fast‑growing education technology team as a Technical Support Specialist. You will be the last line of defense for complex, escalated issues that impact students, parents, and guides using Alpha’s learning platform. Your work directly influences a child’s learning day, so thorough investigation and accurate resolution are critical.

Key responsibilities

• Handle unclear, escalated support tickets that AI and L1 support could not resolve.
• Replicate issues in environments that mirror the user’s device, application, and setup.
• Analyze logs, documentation, and data to pinpoint root causes.
• Leverage AI tools such as ChatGPT or Claude to accelerate diagnosis, while validating every output.
• Communicate clearly with non‑technical users to gather necessary information for single‑pass resolution.
• Escalate genuine product defects to engineering with comprehensive diagnostic context.
• Document diagnostic reasoning to enrich knowledge bases and future AI workflows.

Required profile

• 2+ years of hands‑on experience in technical support, software engineering, QA, sysadmin, or DevOps.
• Strong analytical mindset with the ability to reproduce and isolate complex issues.
• Excellent written communication skills for interacting with non‑technical users.
• Self‑starter who can work independently in a fully remote environment.

Required skills

• ChatGPT
• Claude