Job Overview
The Challenge: Education tech support is broken. Schools need instant help for their learning platforms, student systems (SIS), and devices, but most support teams rely on slow, disconnected manual processes.
Our Solution: We merge human expertise with AI to create a smart support system. In this role, you won’t just close tickets—you will dive into messy technical failures and use your findings to teach our AI systems how to handle those problems automatically in the future. We need a self-reliant problem solver who thrives when things are fast-paced and documentation is incomplete.
What You Will Do
- AI-Augmented Resolutions: Solve the complex, technical support issues that our AI cannot handle on its own.
- Train the System: Use your human logical thinking to fix the immediate bug, then update the AI system so it learns how to handle it next time.
- Find Patterns: Turn one-off technical fixes into permanent, system-wide improvements.
What You Will NOT Do
- Take months to learn: You will be expected to master several of our tech products within your very first month (yes, it is a very aggressive timeline).
- Wait for a manager to guide you: If you cannot figure things out on your own and unblock your own progress, you will struggle here.
- Follow a simple script: This is not a basic “reset your password” or “pass the ticket to engineering” job.
Candidate Requirements
Experience & Technical Skills
- Technical Support: At least 3 years of total experience in a technical customer support role.
- Basic Coding: You must have basic coding skills to help troubleshoot and patch software bugs.
Core Core Traits
- Clear Communication: The ability to explain complicated technical bugs in simple, easy-to-understand terms to anyone.
- Deep Troubleshooting: A track record of digging deep into a problem, looking at fine details, and coming up with multiple ways to fix it.
- Independence: Comfort solving problems across engineering, operations, and academics without needing a step-by-step handbook.