Analista de Suporte de Aplicacoes, Alpha (Remote)

A student attempts to begin a lesson, but the application refuses to launch. A guide's dashboard displays incorrect mastery data. First-level support and the AI assistant have both attempted resolution without success. The issue now falls to you — and a child's educational progress depends on your ability to identify the actual problem.
The majority of your time is spent resolving tickets that have defeated all previous attempts, spanning the diverse applications that comprise Alpha's learning ecosystem. You replicate the failure using an environment configured to match the student's or guide's setup, examine logs and documentation, deploy AI to accelerate your work, then validate every piece of information it produces, because an incorrect answer introduced into a learning environment can cascade rapidly. Ramping up on an unfamiliar product nearly every week is standard — that defines the role, not an exception to it.
You take full ownership of each issue from start to finish:...