L2 Customer Support Engineer

Overview & Description

Quick Summary: Alpha Education is recruiting a remote, hands-on L2 Technical Support Engineer to resolve escalated, complex issues across its learning apps. This technical role focuses on diagnosing root causes, working with REST APIs and logs, and using AI tools to keep students learning.

Overview / What This Opportunity Entails

Alpha’s learning platform powers student education through multiple interconnected apps. When AI and L1 support fail to resolve an issue, it comes to you.

In this role, you will own complex, ambiguous support tickets end-to-end. You will reproduce student and guide environments, analyze logs, make REST API calls, and direct AI tools (like ChatGPT or Claude) to find root causes quickly. Your written diagnostic reasoning will continuously train future AI workflows and team knowledge bases.

Note: You will NOT follow decision scripts, handle basic support queues, or forward unverified tickets to engineering. This is a hands-on, multi-product investigation role.

Core Details & Key Responsibilities

Your daily responsibilities will combine technical problem-solving and clear communication:

• Escalation Resolution: Resolve complex, escalated tickets from students, parents, and guides that AI and L1 support could not close.
• Issue Reproduction: Recreate technical failures in environments mirroring the user’s specific setup, logs, and artifacts.
• Deep Diagnostic Work: Investigate across Alpha’s app ecosystem, logs, and internal tools to narrow down root causes.
• AI-Assisted Diagnostics: Direct AI tools to accelerate troubleshooting while strictly verifying all AI outputs.
• Engineering Alignment: Route genuine product bugs to software engineering teams with complete diagnostic context.
• Knowledge Creation: Document clear technical reasoning to make future team and AI workflows smarter.

Self-Qualification: Do You Match the Profile?

Review these mandatory qualifications before submitting your application:

• Technical Background: 2+ years in a hands-on technical role (Technical Support, Software Engineering, QA, Sysadmin, or DevOps).
• Technical Skills: Comfortable inspecting REST API calls, reading JSON, interpreting HTTP status codes (e.g., 401 vs 404, 429 vs 403), and using command-line tools.
• AI Tooling Experience: Hands-on daily experience using AI tools (such as ChatGPT or Claude) for technical work.
• Language Proficiency: Professional written and spoken fluency in English.
• Schedule Alignment: Available for full-time work (40 hours/week) during core hours of 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern).

(Nice to Have: Experience supporting non-technical end users in EdTech, developer-grade code reading abilities, and a track record of supporting multi-product environments).

How to Apply (Step-by-Step)

Follow these steps to submit your application package:

1. Update Your Resume: Highlight your experience with REST APIs, log analysis, system troubleshooting, and daily AI tool usage.
2. Verify Schedule Compatibility: Ensure you can commit to full-time hours between 1:00 PM and 10:00 PM UTC.
3. Submit Your Details: Click the Apply Now button below to open the official job portal and submit your application.

How to Submit Your Application

Click the Apply Now button below to access the official portal and submit your details directly.