L2 Support Engineer Alpha Remote - 60 000 Year USD

A student opens the app and nothing loads. A guide's dashboard displays incorrect mastery scores. L1 and the AI have both attempted resolution and failed. The ticket is now yours — and a student's learning session depends on you identifying what went wrong.

The majority of your time is spent on the tickets that could not be resolved by others, spanning the multiple applications that comprise Alpha's learning platform. You replicate the issue in an environment matching the student's or guide's configuration, examine logs and documentation, leverage AI to accelerate your work, and then validate all outputs it provides, because an incorrect response delivered to a classroom escalates rapidly. You will onboard to a new product nearly every week. This is the nature of the role, not a cautionary note.

You take full ownership of each issue: replicate it, identify the root cause, and resolve it with the fewest interactions necessary to restore functionality for the student or guide. The analysis you document improves the effectiveness of the next agent and the next AI process, ensuring your solution continues to deliver value well beyond the current ticket. With experience, you become the team member who handles the most challenging education-product issues.

If you are drawn to difficult, undefined problems, and you genuinely care that the product ultimately supports a child's education, submit your application.

What You Will Be Doing

• Resolve complex, escalated tickets from students, parents, and guides that could not be closed by AI and L1 support.
• Replicate failures in an environment that matches the user's device, application, and configuration, utilizing logs and actual artifacts.
• Investigate across Alpha's learning applications (ticketing systems, Slack, knowledge repositories, logs) prior to escalation.
• Use AI tools (such as ChatGPT or Claude) to accelerate diagnosis, anchor them in actual documentation, and validate all outputs.
• Communicate clearly and composedly with non-technical users, collecting sufficient information upfront to resolve issues in one interaction.
• Escalate issues to engineering with complete diagnostic context when a product defect is confirmed.
• Document your diagnostic reasoning so the next person, and the next AI process, can apply it.
  
  

What You Won’t Be Doing

• Following predetermined scripts or decision trees for a single product.
• Working the straightforward queue. AI already resolves the tickets that require only a knowledge-base lookup.
• Escalating difficult problems to engineering without first replicating and isolating them.
• Allowing AI to perform the analysis for you, or submitting its output without verification.
• Waiting for instructions, or for others to remove blockers.
  
  

L2 Support Engineer Key Responsibilities

Resolve complex, ambiguous customer issues to root cause across Alpha's education products.

Basic Requirements

• 2+ years in a hands-on technical role such as technical support, software engineering, QA, sysadmin, or DevOps. The title does not need to be "support."
• Comfortable making and reading REST API calls and JSON, interpreting HTTP status codes (such as 401 vs 404 and 429 vs 403), and working in a command line and logs.
• Hands-on experience using AI tools (such as ChatGPT or Claude) in your daily technical work.
• Professional fluency in English, written and spoken.
• Able to work a full 40-hour week during US business hours (Eastern Time). This is a full US-daytime shift.
• Based in North America, Central America, South America, Australia, New Zealand, the United Kingdom, Ireland, or the Philippines.
  
  

Nice-to-have Requirements

• Experience supporting non-technical end users (in education, edtech, or consumer apps), not just IT professionals.
• Hands-on experience directing AI tools and catching their mistakes.
• A track record of troubleshooting across several unrelated products, not just one.
• Developer-grade depth: you can read code or trace an API call when the problem demands it.
  
  

About Alpha

Want to join a learning rebellion that’s transforming the traditional classroom?

Alpha School is on a mission to reshape education with a bold approach that harnesses AI to accelerate learning and unleash student potential.

They don’t play by the old rules.

Alpha is creating a new paradigm where students master core academics in just two hours a day, freeing up time for hands-on, passion-driven learning that truly prepares them for the real world.

Alpha School is rewriting the rules of education.

Sounds too good to be true? It’s not.

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.002

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