Take ownership of challenging escalated issues at Alpha, enhancing learning experiences for students and guides. This full time position focuses on diagnosing and resolving complex technical problems. As an Escalation Engineer, you will manage tickets that other support layers couldn't close.
By replicating issues, examining logs, and utilizing AI tools like ChatGPT, your goal is to pinpoint root causes effectively. Your documentation will aid future agents and improve AI processes, ensuring lasting value. Key Responsibilities:
- Resolve complex, escalated issues from students and guides
- Replicate failures using authentic environment configurations
- Conduct thorough investigations across Alpha's applications
- Deploy and validate AI tools for expedited diagnosis
- Document diagnostic reasoning for future reference Requirements:
- 2+ years in technical support, software engineering, or similar
- Proficient with REST API calls and JSON
- Experience using AI tools in technical work
- Professional English fluency, written and spoken
- Full-time availability, 1:00 PM – 10:00 PM UTC Utilize your technical expertise to impact student learning at Alpha through effective problem resolution.