Application Support Engineer

The Application Support Engineer position in Computer Science, Information Technology or a related field centres on providing multi-level troubleshooting and technical support to clients to resolve product and hosting issues with speed and accuracy. It would suit someone who can bring warm, steady communication with learners to the role.

Role overview

Be responsible for managing tier 2 support cases and troubleshooting complex issues across all of Learning pools products and solutions within the application support team. Triage and resolve these issues by deep diving into our applications and platform backend while working closely with our Development, Cloud Infrastructure and Support teams.

Main responsibilities

Provide multi-level troubleshooting and technical support to clients to resolve product and hosting issues with speed and accuracy. Work closely with Customer Support, Development, and Infrastructure to improve the resolution time and quality of our responses. Share and improve knowledge across all support tiers by creating technical documentation and giving internal demos.

Requirements

• Delivering a positive experience by proactively tracking all tier 2 cases through the case lifecycle and ensuring clear communication between all stakeholders.
• Building relationships: You will have the ability to work in a collaborative and supportive environment across the wider team.
• A third level qualification in Computer Science, Information Technology or a related field.

Job details

• We’re passionate about customer success and our customers trust us to deliver long lasting value, a great return on investment and excellent customer service.
• We are a diverse team working in offices, and remotely, across Europe and North America.
• So, if you’ve got what we’re looking for and the desire to join a team that values creativity and empowerment, then get in touch.
• The Learning Pool team is filled with people who have a real passion for what they do and a fresh approach to partnering with customers.

Requirements mentioned

• JavaScript