Educational support systems are buckling under growing complexity as demands from schools, students, and families escalate. Schools require immediate, AI-powered responses across diverse learning platforms, student information systems, hardware, and operational processes. Yet most organizations remain trapped in disconnected tools, manual handoffs, and fragile workflows that collapse when tested in real conditions.
We address this challenge through a fundamentally distinct approach: AI-enhanced "cyborg" agents positioned at the core of a dynamic educational environment. In this position, you will define how the system evolves. Each resolution strengthens future automation, each root cause investigation shapes process and governance, and each complex scenario you solve enhances outcomes for thousands of learners and teaching professionals.
This is direct, production-level troubleshooting within a service context. You will investigate unclear, multi-party failures spanning learning software, student information platforms, authentication systems, network infrastructure, and operational procedures; apply AI to develop hypotheses, validate approaches, and speed up resolution; capture the human analysis that trains both technology and colleagues; and systematically surface trends that convert isolated fixes into lasting, organization-wide enhancements.
This is not queue management, checklist execution, or "forward and monitor." If you excel when documentation is sparse, when challenges cross engineering, operations, and pedagogy, and when you can shift from technical diagnosis to stakeholder coordination without sacrificing precision, this role will align with your strengths.
What you will be doing
- AI-Augmented Customer Resolutions: Examine complex cases escalated by AI platforms, deploy human judgment in areas where AI underperforms, and subsequently enhance the AI system to close those gaps
What you will NOT be doing
- Taking two whole months to get up to speed; you will be expected to ramp up one 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
Key Responsibilities
- Combine human technical expertise with AI capabilities to provide exceptional customer support, concentrating on sophisticated issues that AI cannot yet completely address
Candidate Requirements
- 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
- Must be based in a North or South American time zone
This position is also known as:
- L2 Support Engineer
- Application Support Engineer
- Technical Support Specialist
- Customer Support Engineer
- Engenheiro de Suporte Técnico
- Ingeniero de Soporte Técnico
- Especialista de Suporte Técnico
- Senior Technical Support Analyst
