Crossover
Escalation Engineer, Alpha (Remote) - $60,000/year USD
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Escalation Engineer
A student opens the app and nothing loads. A guide's dashboard displays incorrect mastery scores. L1 support and the AI have both attempted resolution and failed. The ticket is now yours — and a child's learning depends on your ability to identify what went wrong.
The majority of your time will be spent on tickets that others could not resolve, spanning the multiple applications that comprise Alpha's learning platform. You will replicate the issue in an environment that matches the student's or guide's configuration, review logs and documentation, leverage AI to accelerate progress, and then validate everything it provides, because an incorrect solution delivered to a classroom can escalate rapidly. You will onboard to a new product nearly every week. That is the nature of the role, not a caution.
You take full ownership of each issue: replicate it, identify the underlying cause, and resolve it with the minimum number of interactions required to restore functionality for the student or guide. The documentation you create strengthens the capability of the next agent and the next AI system, ensuring your solution continues to add value well after you have moved on to another ticket. With experience, you will become the go-to resource for the team's most challenging education-product issues.
If you are drawn to difficult, unclear problems, and you genuinely care that the product on the other side supports a child's education, submit your application.
What You Will Be Doing
- Resolve unclear, escalated cases from students, parents, and guides that AI and L1 could not successfully close.
- Replicate issues in an environment that reflects the user's device, application, and settings, utilizing logs and actual data.
- Investigate across Alpha's suite of learning applications (ticketing systems, Slack, documentation repositories, logs) prior to escalation.
- Use AI tools (such as ChatGPT or Claude) to accelerate troubleshooting, anchor them in accurate documentation, and validate all outputs.
- Engage clearly and professionally with non-technical users, collecting sufficient information upfront to resolve issues in one interaction.
- Escalate issues to engineering with complete diagnostic information when a product defect is confirmed.
- Record your diagnostic process so future agents and AI systems can build on it.
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What You Won’t Be Doing
- Executing scripts or decision trees for a single application.
- Working the straightforward queue. AI already resolves tickets that can be closed with a knowledge-base search.
- Passing difficult problems to engineering without first replicating and isolating them.
- Allowing AI to do the thinking for you, or submitting its output without verification.
- Waiting for direction, or for another person to remove obstacles.
Escalation Engineer Key Responsibilities
- Resolve complex, unclear customer issues to root cause across Alpha's suite of education products.
Basic Requirements
- 2+ years in a hands-on technical position such as technical support, software engineering, QA, sysadmin, or DevOps. The job title does not need to be "support."
- Comfortable constructing and interpreting REST API calls and JSON, understanding HTTP status codes (such as 401 vs 404 and 429 vs 403), and operating in a command line and log environments.
- Practical experience using AI tools (such as ChatGPT or Claude) in your routine technical work.
- Professional fluency in English, both written and spoken.
- Available to work full-time (40 hours/week), with all working hours falling between 1:00 PM – 10:00 PM UTC (8:00 AM – 5:00 PM US Eastern).
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Nice-to-have Requirements
- Experience assisting non-technical end users (in education, edtech, or consumer applications), not just IT professionals.
- Practical experience guiding AI tools and identifying their errors.
- A history of troubleshooting across multiple unrelated products, not just one.
- Developer-level proficiency: you can read code or trace an API call when the situation requires it.
About Alpha
Join the team building school around student growth
Alpha reimagines the school day around faster learning, stronger mentorship, and more time for students to build real-world skills.
- Roles with real student impact: Alpha hires teachers (guides), operators, admissions experts, school & curriculum leaders, and remote team members.
- Education work that pays like it matters: Alpha offers six-figure roles for people ready to help build a radically better school experience.
- A culture built for builders: Alpha is fast-moving, ambitious, and student focused. It’s for people who want to improve the system, not maintain it.
Alpha is where you can do the most meaningful work of your career.
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-GB-COUNTRY-EscalationEngi
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