L2 Support Engineer

Educational support organizations face mounting complexity as demands from schools, students, and families escalate. Institutions now require immediate, AI-powered responses spanning learning platforms, Student Information Systems, devices, and operational workflows. Yet most providers remain trapped by disjointed tools, manual handoffs, and fragile systems that collapse under pressure.

We bridge this divide through a radically different approach: AI-enhanced "cyborg" agents positioned at the heart of a dynamic educational environment. In this position, you will influence how the platform evolves. Each resolution refines future automation, each root cause investigation shapes process and governance, and each complex scenario you decode drives better outcomes for thousands of learners and teaching professionals.

This is direct, production-level problem resolution within a service context. You will analyze unclear, multi-party breakdowns across educational applications, SIS infrastructure, identity frameworks, network layers, and operational processes; employ AI to generate hypotheses, validate approaches, and expedite resolution; capture the human logic that instructs both technology and colleagues; and systematically detect trends that convert isolated interventions into lasting, organization-wide enhancements.

This is not first-line sorting, procedure adherence, or "forward and forget." If you excel when guidance is sparse, when issues intersect engineering, operations, and pedagogy, and when you transition seamlessly from technical diagnosis to stakeholder coordination while maintaining precision, this role will suit you well.

What You Will Be Doing

• AI-Augmented Customer Resolutions: Complex, escalated cases addressed through a blend of in-depth, practical troubleshooting and AI tools that you steer, anchor in actual documentation, and validate for accuracy.

What You Won’t Be Doing

• Spending two full months onboarding; you are expected to gain proficiency across multiple products in the first month (we recognize this pace is demanding)
• Depending on management intervention; if you lack the ability to resolve blockers independently, this role will present significant challenges

L2 Support Engineer Key Responsibilities

• Combine technical human judgment with AI-driven capabilities to provide outstanding customer support, concentrating on intricate problems that AI alone cannot yet fully address

Basic Requirements

• Must be located in one of the following regions: North America, South America, Australia, New Zealand, Philippines
• At least 2 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
• AI Proficiency: A clear understanding of AI tools and their role in support workflows, including knowing their strengths, limitations, and how to use them effectively to solve problems faster

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-AU-Melbourn-L2SupportEngin