Escalation Engineer, Alpha (Remote) - $60,000/year USD

A student opens the platform to begin learning, but the app refuses to load. A guide's dashboard displays incorrect mastery scores. L1 and the AI have both attempted to resolve the issue and failed. The ticket is now yours — and a child's learning experience depends on your ability to identify what actually went wrong.

The majority of your time will be spent on tickets that no one else has been able to close, 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 your workflow, and then validate everything it produces, because an incorrect answer delivered to a classroom can elevate rapidly. You will onboard to a new product nearly every week. 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 in the m...