Educational support organizations face mounting complexity at a time when schools, students, and families demand more responsive service. Today's schools require immediate, AI-powered assistance spanning learning platforms, student information systems, hardware devices, and operational workflows. Yet most support teams remain constrained by disconnected tools, manual handoffs, and fragile workflows that break down under pressure.

Our approach bridges this divide through a distinctly different architecture: AI-enhanced "cyborg" agents embedded within a functioning educational environment. In this position, you will influence how the entire system evolves. Each resolution refines future automation capabilities, each root cause investigation drives process and policy decisions, and each complex scenario you solve scales benefits across thousands of students and educators.

This position requires production-grade, hands-on problem resolution within a service context. You will diagnose unclear, multi-party failures spanning learning software, SIS platforms, identity infrastructure, network environments, and operational procedures; use AI to generate hypotheses, validate theories, and speed resolution timelines; capture the human logic that trains both systems and colleagues; and surface patterns that convert isolated fixes into sustainable, organization-wide enhancements.

This is not about ticket sorting, script execution, or "escalate and move on." If you excel when documentation is sparse, when issues cross engineering, operations, and pedagogy, and when you can shift between technical troubleshooting and stakeholder communication without sacrificing precision, this role will suit you well.

What you will be doing

• AI-Augmented Customer Resolutions: Investigate complex escalations flagged by AI systems, contribute human judgment where AI capabilities fall short, and subsequently enhance the AI system to narrow that gap

What you will NOT be doing

• Spending two full months ramping up; you will be expected to gain proficiency on several products within your first month (we recognize this timeline is demanding)
• Depending on your managers for help; if you are not skilled at removing your own blockers, you will find this role challenging

Key Responsibilities

• Combine technical human judgment with AI capabilities to provide outstanding customer support, concentrating on challenging cases that AI cannot yet independently resolve

Candidate Requirements

• A minimum of 3 years total experience in a technical customer support position
• Foundational coding skills sufficient for troubleshooting and bug correction
• Troubleshooting Skills: Communicating complex issues in accessible language, exhibiting deep problem comprehension, suggesting appropriate troubleshooting approaches, offering multiple resolution pathways, and maintaining strong 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
• Technical Support Specialist
• Customer Support Engineer
• Engenheiro de Suporte Técnico
• Ingeniero de Soporte Técnico
• Especialista de Suporte Técnico
• Principal Technical Support Engineer