Job Overview
The Challenge: Education tech support is broken. Schools need instant, AI-driven help for their platforms, student systems (SIS), and devices, but most companies rely on slow, disconnected human processes.
Our Solution: We merge human expertise with AI to create a smart support system. As a technical support professional in this role, you won’t just close tickets—you will analyze complex tech failures and teach our AI systems how to handle them automatically in the future. We need someone who thrives in fast-paced environments, can unblock themselves, and loves diving into messy technical problems.
What You Will Do
- AI-Augmented Resolutions: Tackle the complex, messy issues that our AI cannot solve on its own.
- Train the System: Use your human problem-solving skills to fix the immediate issue, and then update the AI system so it can handle the problem automatically 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 products within your first month. It is a very aggressive timeline.
- Wait for a manager to help: 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 “ticket triage” or “reset your password” job.
Candidate Requirements
Experience & Education
- Technical Support: At least 3 years of experience in a high-level, technical customer support role.
- Basic Coding: You must have basic coding skills to help troubleshoot and fix bugs.
Core Troubleshooting Skills
- Clear Communication: The ability to explain complicated technical bugs in simple, easy-to-understand terms.
- Deep Problem Analysis: A track record of digging deep into a problem, looking at details, and coming up with multiple ways to fix it.
- Ambiguity Management: Being comfortable solving problems even when there is no documentation or guide to follow.