L2 Support Engineer – Remote

About the role

As an L2 Support Engineer you will be the last line of defense for complex issues that L1 and AI tools cannot resolve. You will work remotely, troubleshooting problems that affect students, parents, and guides on Alpha’s education platform, ensuring learning sessions run smoothly.

Key responsibilities

• Investigate and resolve escalated tickets that require deep technical analysis.
• Replicate failures in environments matching the user’s device, application, and configuration.
• Analyze logs, documentation, and artifacts across multiple Alpha learning applications.
• Leverage AI tools such as ChatGPT or Claude to accelerate diagnosis while validating all outputs.
• Communicate clearly with non‑technical users to gather information and close tickets in a single interaction.
• Document diagnostic reasoning for future agents and AI processes.
• Escalate confirmed product defects to engineering with complete context.

Required profile

• 2+ years of hands‑on experience in technical support, software engineering, QA, sysadmin, or DevOps.
• Comfort with ambiguous, high‑impact problems and a passion for supporting children’s education.
• Ability to work independently in a remote environment.

Required skills

• ChatGPT
• Claude
• Slack

What we offer

• Competitive salary of $60,000 USD per year.
• Fully remote work arrangement.
• Opportunities to work on new products weekly and grow into handling the most challenging issues.