L2 Support Engineer, Alpha

Role overview

This position supports a modern education environment where fast, AI-assisted service is essential. You will work on production troubleshooting across educational applications, student information systems, authentication services, network-related issues, hardware, and operational workflows. The work is hands-on and requires solving unclear, multi-party problems while helping improve both the support process and the underlying automation over time.

The role is designed for someone who can think independently, diagnose complex failures, collaborate with stakeholders, and turn each case into a better long-term solution. It is not a queue-management or handoff-only role; you will be expected to resolve issues directly and feed your findings back into the system.

What you'll do

• Handle escalated support cases using a combination of technical judgment and AI tools, especially where automation cannot fully resolve the issue.
• Investigate difficult incidents involving learning platforms, student systems, access/authentication, infrastructure, and operational procedures.
• Use AI to form hypotheses, test possible causes, and speed up resolution.
• Document the reasoning behind fixes so both people and systems can reuse it later.
• Identify recurring patterns and convert one-off solutions into broader process improvements.
• Work directly with stakeholders to move issues from diagnosis to resolution without losing accuracy.

What the role is not

• You will not spend months in onboarding; you are expected to become productive across several products within the first month.
• You should not rely on others to remove blockers for you; the role demands strong self-sufficiency.

Requirements

• At least 3 years of experience in technical customer support.
• Basic programming ability that can be used for troubleshooting and simple bug fixes.
• Strong problem-solving skills, including the ability to explain complex issues clearly, choose useful diagnostic methods, compare possible fixes, and stay highly detail-oriented.
• Must be located within North or South American time zones.

Employment details

This is a full-time role of 40 hours per week and is intended to be long term. The position is available immediately. You will work as an independent contractor under a Contractor of Record arrangement.

Compensation

The pay rate is $30 USD per hour, which works out to $60,000 USD per year based on 40 hours per week and 50 weeks annually. Payment is made weekly.

About the organization

The company is focused on changing the education model by using AI to speed up learning and give students more room for hands-on, interest-driven development. The goal is to help students master core academics in a shorter daily schedule while spending more time on practical learning experiences.

Additional information

Reference code: LJ-5729-JM-COUNTRY-L2SupportEngin.006.