Crossover
A student tries to start a lesson and nothing loads. A guide checks their dashboard and sees incorrect mastery data. L1 support and the AI couldn't resolve it. Now the issue is yours — and a child's learning session depends on you finding the actual cause. The majority of your work involves tickets that no one else managed to close, spanning the multiple applications that form Alpha's learning platform. You recreate the issue in a setup that matches the student's or guide's environment, examine logs and documentation, leverage AI to accelerate your process, and then validate everything it produces, because an incorrect response in a classroom setting escalates rapidly. You will get up to speed on a new product nearly every week. That is the nature of the role, not a disclaimer. You take full ownership of each issue: recreate it, identify the underlying cause, and resolve it with the fewest interactions necessary to restore functionality for the student or guide. The documentation you provide makes the next support agent and the next AI system more effective, so your solution continues to deliver value well after you shift to another ticket. With time, you become the go-to person for the team's most challenging education product issues. If you are drawn to complex, unclear problems, and you genuinely care that the product supports a child's education, submit your application. What You Will Be Doing Solve unclear, escalated support requests from students, parents, and guides that AI and L1 could not resolve. Recreate failures in an environment matching the user's device, application, and settings, working with logs and actual data. Research across Alpha's learning applications (support tickets, Slack channels, documentation repositories, system logs) before passing issues upward. Use AI tools (such as ChatGPT or Claude) to accelerate diagnosis, anchor them in verified documentation, and validate all output. Interact clearly and professionally with non-technical users, collecting sufficient information upfront to resolve issues in one interaction. Escalate issues to engineering with complete diagnostic information when a product defect is confirmed. Record your diagnostic process so future agents and AI workflows can build on it. What You Won’t Be Doing Working from scripts or structured decision flows for a single application. Processing the simple ticket queue. AI already handles issues that require only a knowledge base lookup. Passing difficult problems to engineering without first recreating and isolating them. Relying on AI to do your reasoning, or submitting its responses without verification. Waiting for direction, or for someone else to remove obstacles for you. L2 Support Engineer Key Responsibilities Diagnose and resolve complex, uncertain customer problems to their root cause across Alpha's education product suite. Basic Requirements 2+ years in a technical, hands-on position such as technical support, software engineering, QA, sysadmin, or DevOps. The exact job title does not need to be "support." Proficient in creating and interpreting REST API calls and JSON, understanding HTTP status codes (such as 401 vs 404 and 429 vs 403), and navigating command line interfaces and logs. Practical experience applying AI tools (such as ChatGPT or Claude) in your regular technical work. Professional-level English proficiency, both written and verbal. Able to work full-time (40 hours/week), with all hours scheduled between 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern). Nice-to-have Requirements Background supporting non-technical users (in education, edtech, or consumer products), rather than IT staff. Practical experience guiding AI tools and identifying their errors. Demonstrated ability troubleshooting across multiple unrelated products, not a single platform. Engineering-level capability: you can interpret code or trace an API request when the situation requires it. About Alpha Join the team building school around student growth Alpha reimagines the school day around faster learning, stronger mentorship, and more time for students to build real-world skills. Roles with real student impact: Alpha hires teachers (guides), operators, admissions experts, school & curriculum leaders, and remote team members. Education work that pays like it matters: Alpha offers six-figure roles for people ready to help build a radically better school experience. A culture built for builders: Alpha is fast-moving, ambitious, and student focused. It’s for people who want to improve the system, not maintain it. Alpha is where you can do the most meaningful work of your career. There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you! Working with us This is a full-time (40 hours per week), long-term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record. The compensation level for this role is $30 USD/hour, which equates to $60,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult www.crossover.com/help-and-faqs for more details on this topic. Crossover Job Code: LJ-5729-PH-Manila-L2SupportEngin.006
Crossover
