At a Glance
- Tasks: Manage tier 2 support cases and troubleshoot complex issues in e-learning products.
- Company: Join Learning Pool, a fast-growing e-learning company with a diverse team.
- Benefits: Enjoy competitive salary, hybrid work, and opportunities for professional growth.
- Other info: Dynamic environment with a commitment to creativity and customer success.
- Why this job: Be part of a passionate team making a real impact in online learning.
- Qualifications: Experience with case management systems and web technologies is preferred.
The predicted salary is between 36000 - 60000 £ per year.
About the role
The successful candidate will be responsible for managing tier 2 support cases and troubleshooting complex issues across all of Learning Pool’s products and solutions within the application support team. You will 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.
What you will be doing
Roles and responsibilities include:
- Provide multi‑level troubleshooting and technical support to clients to resolve product and hosting issues with speed and accuracy.
- Responsible for fault reproduction and troubleshooting, root cause analysis, bug tracking and issue resolution.
- Work closely with Customer Support, Development, and Infrastructure to improve the resolution time and quality of our responses.
- Deliver a positive experience by proactively tracking all tier 2 cases through the case lifecycle and ensuring clear communication between all stakeholders.
- Share and improve knowledge across all support tiers by creating technical documentation and giving internal demos.
- Support the automation first and continuous improvement strategy of the team and related duties as required.
Who we are looking for
The successful candidate will demonstrate:
- Case management experience: You will have experience of effectively managing issues via a ticketing/case management system (such as JIRA or similar) to ensure regular communications between teams and that agreed resolution times are achieved.
- Technical competency: You will be able to demonstrate familiarity with web‑related technologies, such as HTML, CSS, JavaScript, CDN, DNS.
- Service Orientation: You will be focused on delivering an exceptional customer experience.
- Critical thinking: You will have excellent analytical and problem‑solving skills.
- Communications: You have the ability to communicate to a high standard using multiple mediums (oral, written and interpersonal communication) with a knack for communicating technical information in a way that is clear and understandable to a non‑technical audience.
- Organisational: You will have strong organisational and time management skills.
- Adaptability: You will have an interest in technology and the ability to learn and master new technology quickly.
- Building relationships: You will have the ability to work in a collaborative and supportive environment across the wider team.
Nice to have
Although not essential, it would be advantageous if you can demonstrate in the following:
- Experience with Confluence, JIRA, and Git.
- Experience writing SQL and NOSQL queries.
- Proficient with multiple computer operating systems – UNIX/Linux and Windows.
- A third level qualification in Computer Science, Information Technology or a related field.
Locations
Application Support Engineer in Derry, Londonderry employer: Learning Pool
Learning Pool is an exceptional employer that fosters a collaborative and innovative work culture, perfect for those passionate about marketing analytics. Located in a vibrant area, we offer competitive benefits, opportunities for professional growth, and a supportive environment where your insights can drive impactful decisions. Join us to be part of a team that values data-driven storytelling and empowers you to make a real difference in the B2B SaaS landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Application Support Engineer in Derry, Londonderry
✨Tip Number 1
Get your networking game on! Reach out to current or former employees at Learning Pool on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview like it’s a big exam. Research Learning Pool’s products and their approach to e-learning. Show us that you’re not just another candidate but someone who genuinely cares about what we do.
✨Tip Number 3
Practice your problem-solving skills! Since the role involves troubleshooting, think of some real-life scenarios where you’ve resolved issues. We love hearing about how you tackled challenges head-on.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re serious about joining our awesome team.
We think you need these skills to ace Application Support Engineer in Derry, Londonderry
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of Application Support Engineer. We want to see how you can contribute to our mission at Learning Pool!
Showcase Your Technical Skills:Don’t forget to mention your familiarity with web technologies like HTML, CSS, and JavaScript. We love seeing candidates who can communicate technical concepts clearly, so give us examples of how you've done this in the past.
Highlight Your Customer Service Experience:Since we’re all about delivering exceptional customer experiences, share any relevant experiences where you’ve gone above and beyond for clients. This will show us that you’re a great fit for our team!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Learning Pool
✨Know Your Tech
Brush up on your knowledge of web technologies like HTML, CSS, and JavaScript. Be ready to discuss how you've used these in past roles, especially in troubleshooting and support scenarios.
✨Master the Case Management Tools
Familiarise yourself with ticketing systems like JIRA or Confluence. Be prepared to explain how you’ve effectively managed cases in the past and how you ensure clear communication between teams.
✨Showcase Your Problem-Solving Skills
Prepare examples of complex issues you've resolved. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your critical thinking abilities.
✨Communicate Clearly
Practice explaining technical concepts in simple terms. You might be asked to demonstrate this during the interview, so think about how you can make complex information accessible to a non-technical audience.
