A student attempts to begin a lesson and the application fails to load. A guide notices incorrect mastery scores on their dashboard. L1 support and the AI have already attempted resolution without success. The issue now falls to you — and a child's learning session depends on your ability to identify the actual problem.

The majority of your workday is spent addressing tickets that no one else has been able to resolve, spanning the multiple applications that comprise Alpha's learning platform. You replicate the issue in an environment matching the student's or guide's configuration, examine logs and documentation, leverage AI to accelerate diagnosis, and then validate all outputs, because an incorrect response deployed in a classroom environment can escalate rapidly. Ramping up on a new product nearly every week is standard. This is the nature of the role, not a cautionary note.

You take full ownership of each issue: replicate it, identify the root cause, and resolve it with minimal back-and-forth to restore functionality for the student or guide.



The diagnostic reasoning you document strengthens the capability of the next agent and subsequent AI workflows, ensuring your solution continues to deliver value well beyond the current ticket. With experience, you become the team's go-to resource for the most challenging education-product issues.

If you are drawn to difficult, ambiguous problems, and you genuinely care that the product supports a child's education, apply.

What You Will Be Doing
- Resolve escalated, ambiguous tickets from students, parents, and guides that AI and L1 support were unable to close.
- Replicate failures in an environment that matches the user's device, application, and configuration, utilizing logs and presente artifacts.
- Conduct investigations across Alpha's learning applications (tickets, Slack, knowledge bases, logs) prior to escalating.
- Use AI tools (such as ChatGPT or Claude) to accelerate diagnosis, anchor them in authentic document

📌 Customer Support Engineer, Alpha (Buenos Aires)
🏢 Crossover
📍 Buenos Aires