Crossover
L2 Support Engineer, Alpha (Remote) - $60,000/year USD
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Job Description: L2 Support Engineer
A student attempts to begin a lesson, but the application fails to load. A guide notices incorrect mastery scores displayed on their dashboard. L1 support and AI-assisted workflows have already attempted resolution without success. The issue now escalates to you—and a child's educational progress depends on your ability to identify the underlying cause.
The majority of your workday is spent resolving tickets that have resisted closure by others, spanning the diverse suite of applications that comprise Alpha's learning platform. You replicate the issue in an environment configured to match the affected student's or guide's setup, review logs and documentation, leverage AI to accelerate diagnosis, and then rigorously validate its output—because an incorrect solution delivered to a classroom can create cascading problems. Expect to onboard to a new product nearly every week. This is an inherent aspect of the role, not an exception.
You take full ownership of each issue: replicate the behavior, determine the root cause, and deliver a resolution with minimal back-and-forth to restore functionality for the student or guide. The diagnostic reasoning you document enhances the capability of subsequent agents and AI workflows, ensuring your solution continues to deliver value beyond the initial ticket. With experience, you will become the go-to resource for the team's most challenging education-product issues.
If you are motivated by complex, ambiguous problems and genuinely care that the product supports a child's learning, we encourage you to apply.
What You Will Be Doing
- Take ownership of escalated, ambiguous tickets from students, parents, and guides that could not be resolved by AI or L1 support.
- Replicate user-reported failures in environments that match the device, application version, and configuration, using logs and actual artifacts.
- Conduct investigation across Alpha's learning application ecosystem (ticketing systems, Slack channels, knowledge repositories, logs) prior to escalation.
- Employ AI tools (including ChatGPT or Claude) to expedite diagnostic processes, anchor them in verified documentation, and validate all generated outputs.
- Engage with non-technical users clearly and professionally, collecting sufficient information upfront to enable single-touch resolution.
- Escalate to engineering only when a product defect is confirmed, providing complete diagnostic context.
- Create thorough documentation of your diagnostic approach so future agents and AI workflows can benefit from your work.
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What You Won’t Be Doing
- Relying on scripts or decision trees for a single product.
- Working the straightforward ticket queue. AI already resolves issues that require simple knowledge-base lookups.
- Escalating difficult problems to engineering without first replicating and diagnosing them.
- Allowing AI to perform reasoning on your behalf, or submitting its output without verification.
- Waiting for direction or depending on others to remove blockers.
L2 Support Engineer Key Responsibilities
- Diagnose and resolve complex, ambiguous customer issues to root cause across Alpha's education products.
Basic Requirements
- 2+ years in a hands-on technical role such as technical support, software engineering, QA, sysadmin, or DevOps. The title does not need to be "support."
- Comfortable making and reading REST API calls and JSON, interpreting HTTP status codes (such as 401 vs 404 and 429 vs 403), and working in a command line and logs.
- Hands-on experience using AI tools (such as ChatGPT or Claude) in your daily technical work.
- Professional fluency in English, 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 supporting non-technical end users (in education, edtech, or consumer apps), not just IT professionals.
- Hands-on experience directing AI tools and catching their mistakes.
- A track record of troubleshooting across several unrelated products, not just one.
- Developer-grade depth: you can read code or trace an API call when the problem demands 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-London-L2SupportEngin
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