Crossover

Compensation

Full Description

Educational support organizations face mounting complexity even as schools, students, and families demand more. Schools require immediate, AI-powered responses spanning learning platforms, student information systems, devices, and operational processes. Yet most teams remain trapped in disconnected tools, reactive escalation patterns, and fragile workflows that break down under pressure. We address this challenge through a fundamentally different approach: AI-enhanced "cyborg" agents positioned at the heart of a dynamic educational environment. In this position, you will directly influence how the system evolves. Each resolution refines future automation, each root cause investigation shapes process and policy, and each edge case you solve strengthens outcomes for thousands of students and educators. This is direct, production-level problem solving within a service context. You will diagnose ambiguous, multi-party failures spanning learning applications, student information systems, identity infrastructure, networks, and operational processes; use AI to generate hypotheses, validate approaches, and accelerate resolution; capture the human reasoning that trains both systems and people; and proactively surface patterns that transform isolated fixes into lasting, organization-wide improvements. This is not ticket sorting, script execution, or "pass along and wait." If you excel when documentation is sparse, when issues cross engineering, operations, and academic boundaries, and when you can transition from technical investigation to stakeholder coordination without sacrificing precision, this role will suit you well. What You Will Be Doing • AI-Augmented Customer Resolutions: Investigate complex tickets escalated by AI systems, deploy human judgment in areas where AI is insufficient, and subsequently enhance the AI system by closing identified gaps What You Won’t Be Doing • Taking two whole months to get up to speed; you will be expected to ramp up on several products within the first month (we are aware this is aggressive) • Relying on your managers for help; if you are not adept at unblocking yourself, you will likely struggle in this role Customer Support Engineer Key Responsibilities • Combine technical human judgment and AI capabilities to provide exceptional customer support, concentrating on complex cases that AI cannot yet independently resolve Basic Requirements • Must be based in North or South America • At least 3 total years of experience in a technical customer support role • Basic coding skills for the purpose of troubleshooting/bug fixes • Troubleshooting Skills: Explaining complex issues in simple terms, demonstrating strong problem understanding, recommending relevant troubleshooting strategies, proposing multiple solution paths, and showing attention to detail 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-US-RoundRoc-CustomerSuppor