Ingeniero de Soporte Técnico (Remote)

About the role

Alpha is looking for a Technical Support Engineer who will own the resolution of the most complex, escalated tickets on its education platform. You will work remotely, reproducing issues, analysing logs and leveraging AI tools to restore functionality for students, parents, and guides.

Key responsibilities

• Address escalated support tickets that L1 and AI could not resolve.
• Replicate failures in environments matching the user’s device, application and settings.
• Investigate across multiple Alpha learning applications, Slack channels, knowledge bases and logs.
• Use AI tools (e.g., ChatGPT, Claude) to accelerate diagnosis while validating all outputs.
• Communicate clearly with non‑technical users to gather sufficient information for single‑touch resolution.
• Escalate confirmed product defects to engineering with comprehensive diagnostic context.
• Document diagnostic processes to enable future agents and AI workflows.

Required profile

• 2+ years of experience in technical support or related troubleshooting roles.
• Strong analytical mindset and ability to work independently on ambiguous problems.
• Passion for education technology and commitment to improving children’s learning experiences.

Required skills

• ChatGPT
• Claude
• Slack
• Log analysis
• Ticketing systems

What we offer

• Competitive salary of $60,000 USD per year.
• Fully remote work environment.
• Opportunities to become the go‑to expert for challenging education‑product issues.