Educational support organizations face mounting complexity as schools, students, and families demand more responsive service. Today's schools require immediate, AI-powered assistance spanning learning platforms, student information systems, hardware, and operational processes. Yet most providers remain hampered by disconnected tools, manual handoffs, and fragile workflows that collapse under actual use.
We bridge this divide through a fundamentally new approach: AI-enhanced "cyborg" agents positioned at the heart of a dynamic educational environment. In this position, you will influence how the system evolves. Each resolution you implement enhances future automation capabilities, each root cause investigation shapes process and governance, and each complex scenario you solve improves outcomes for thousands of students and educators.
This is practical, production-level troubleshooting within a service context. You will investigate unclear, multi-party failures spanning learning software, SIS platforms, authentication systems, network infrastructure, and operational processes; use AI to develop hypotheses, validate theories, and expedite resolution strategies; capture the human logic that instructs both technology and colleagues; and systematically detect patterns that convert isolated interventions into sustainable, organization-wide enhancements.
This is not routine ticket sorting, procedure execution, or "forward and wait." If you excel when documentation is lacking, when issues cross engineering, operations, and academic boundaries, and when you can transition from technical diagnosis to stakeholder coordination while maintaining precision, this role will suit you well.
What you will be doing
- AI-Enhanced Customer Resolution: Examine escalated tickets that AI systems forward, deploy human judgment in domains where AI underperforms, and subsequently strengthen the AI system by addressing identified limitations
What you will NOT be doing
- Spending two full months on onboarding; you are expected to achieve proficiency across multiple products during your first month (we recognize this timeline is demanding)
- Depending on managers for assistance; if you lack the ability to remove your own obstacles, this role will present difficulties
Key Responsibilities
- Combine technical human judgment with AI tools to provide superior customer support, concentrating on sophisticated problems that AI cannot yet independently solve
Candidate Requirements
- Minimum of 3 years total experience in technical customer support positions
- Fundamental programming capability for troubleshooting and bug resolution purposes
- Diagnostic Expertise: Clarifying complicated issues using accessible language, exhibiting thorough problem comprehension, suggesting appropriate diagnostic approaches, offering multiple resolution options, and displaying careful attention to detail
- Must be located in a North or South American time zone
This position is also known as:
- L2 Support Engineer
- Application Support Engineer
- Customer Support Engineer
- Engenheiro de Suporte Técnico
- Ingeniero de Soporte Técnico
- Especialista de Suporte Técnico
- Principal Technical Support Engineer
- Senior Technical Support Analyst
