Technical Support Engineer – Remote

About the role

Alpha is looking for a Remote Technical Support Engineer to tackle the most challenging issues across its educational platform. You will own complex, escalated tickets that have resisted resolution by AI and first‑line agents, ensuring a seamless learning experience for students, parents, and guides.

Key responsibilities

• Investigate and resolve escalated support requests that AI and L1 agents could not close.
• Recreate failure conditions in environments matching the user’s device, app version, and settings.
• Analyze system logs, ticketing data, Slack channels, and internal knowledge bases to pinpoint root causes.
• Leverage AI assistants such as ChatGPT or Claude to accelerate troubleshooting, while independently validating every output.
• Communicate clearly with non‑technical users to gather detailed information and achieve single‑touch resolution.
• Escalate verified product defects to engineering with comprehensive diagnostic evidence.
• Document analytical processes to enrich future support and AI‑driven workflows.

Required profile

• Strong problem‑solving mindset and comfort with undefined, complex issues.
• Passion for supporting educational products that impact children’s learning.
• Ability to work independently, own cases end‑to‑end, and minimize back‑and‑forth.
• Excellent written communication for interacting with non‑technical stakeholders.

Required skills

• Log analysis and interpretation.
• Experience with AI troubleshooting tools (e.g., ChatGPT, Claude).
• Familiarity with ticketing systems and Slack.
• Understanding of server logs and documentation review.

What we offer

• Competitive salary of $60,000 USD per year.
• Fully remote work arrangement.
• Opportunity to become the go‑to expert for a diverse suite of ed‑tech products.