Join Alpha as a Technical Escalation Engineer and play a crucial role in enabling educational success. This full-time position requires you to solve unresolved technical issues within the learning platform.
The role involves taking ownership of challenging tickets that require in-depth investigation and explicit communication with users. You will replicate issues, analyze data from various sources, and leverage AI to expedite solutions while ensuring adequate documentation for ongoing improvements. Your knowledge will help shape the future of support within the organization.
Key Responsibilities:
• Resolve unclear issues from users and stakeholders
• Replicate problems in matching user environments
• Investigate across Alpha's educational applications




• Use AI tools for effective troubleshooting
• Record diagnostic processes for future learning
Requirements:
• 2+ years in technical support or similar role
• Comfortable with REST API and JSON formats
• Practical experience with AI tools like ChatGPT
• Fluency in written and spoken English
• Availability for a full-time schedule, working hours specified
Through your contributions, you'll significantly enhance the educational journey for students at Alpha.
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📌 Technical Escalation Engineer with Alpha (Toronto)
🏢 Crossover
📍 Toronto