At a Glance
- Tasks: Manage support cases and troubleshoot complex issues across our innovative applications.
- Company: Join Confirm, a B Corp certified company focused on workforce enablement.
- Benefits: Enjoy competitive salary, flexible work options, and opportunities for personal growth.
- Other info: Dynamic environment with a focus on continuous improvement and career development.
- Why this job: Make an impact in a supportive team while working with cutting-edge technology.
- Qualifications: Experience with case management systems and web technologies is preferred.
The predicted salary is between 29700 - 36300 £ per year.
At Confirm, we’re building what’s next in workforce enablement. We connect the dots between learning, engagement and performance, using intelligent technology, content and data to help organisations unlock the potential of their people. We’re a growing, global team where people are trusted to make an impact, take ownership and grow. Our values are at the heart of how we work: Do the right thing, We’ve got your back and Raise the bar. We care about doing work that matters, challenging ourselves to do it better and creating an environment where people can do their best work. Confirm is a B Corp certified business and a Platinum Investors in People organisation. We’re also proud of the recognition our work has received across the industry, including multiple Gold wins at the Learning Technologies Awards.
About the role:
The successful candidate will be responsible for managing tier 2 support cases and troubleshooting complex issues across all of Confirm'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:
- 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.
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.
Closing date for receipt of applications is 5pm UK time on 18th September 2026.
Application Support Engineer in Londonderry employer: Learning Pool
At Confirm, we pride ourselves on being an exceptional employer that fosters a culture of trust, collaboration, and continuous growth. Our commitment to employee development is reflected in our B Corp certification and Platinum Investors in People status, ensuring that you will be part of a team that values your contributions and supports your professional journey. Located in a dynamic environment, we offer the opportunity to work with cutting-edge technology while making a meaningful impact in workforce enablement.
StudySmarter Expert Advice🤫
We think this is how you could land Application Support Engineer in Londonderry
✨Join Local Tech Meetups
Get out there and mingle with fellow developers by joining local tech meetups. It’s a fantastic way to meet people who might be working at Learning Pool or know someone who does. Plus, you can pick up some trendy tech skills and trends while you're at it!
✨Contribute to Open Source Projects
Show off your coding chops by jumping into open-source projects. Not only does this give you practical experience, but it also gets you noticed in the dev community. You'll create a killer portfolio that speaks volumes about your skills to Learning Pool.
✨Tap into Online Developer Communities
Don’t underestimate the power of online developer communities like GitHub, Stack Overflow, and even Reddit. Participate in discussions, share your projects, and build your visibility. We can often find opportunities through these channels that can lead to a full-time gig at companies like Learning Pool.
✨Explore Job Boards Specifically for Tech Roles
Keep your eyes peeled on job boards that focus on tech roles. Sites like TechCareers or Stack Overflow Jobs can often have listings for companies like Learning Pool that might not show up on broader job sites. Make it a habit to check these regularly, and don’t hesitate to apply directly through our website!
We think you need these skills to ace Application Support Engineer in Londonderry
Some tips for your application 🫡
Show off your coding skills:When applying for a software engineering role, it's super important to showcase your coding skills. Make sure your CV includes your tech stack, any relevant programming languages you’re comfortable with, and examples of projects you've worked on. If you have a GitHub profile, link it up! We love to see code in action.
Tailor your portfolio:For a full-time role, we’d expect to see some solid examples of your work in your portfolio. Make sure to include at least two or three projects that highlight your problem-solving skills and your ability to work with different technologies. Focus on the projects that are most relevant to the position at Learning Pool.
Craft a killer cover letter:Your cover letter is your chance to stand out—make it personal! Explain why you want to work at Learning Pool and how your skills align with the role. Show us your passion for software development. We dig enthusiastic candidates who understand the value of collaboration and continuous learning!
Be clear and concise:When it comes to writing your CV and cover letter, clarity is key. Avoid jargon that could confuse us and stick to simple, direct language. Highlight your achievements with quantifiable results where possible, and keep everything easy to read. A well-organised application goes a long way!
How to prepare for a job interview at Learning Pool
✨Brush Up on Your Coding Skills
For a full-time software engineering role, it's crucial that we stay sharp with our coding abilities. Expect technical questions that might involve solving problems on the spot or discussing algorithms. Practise on platforms like LeetCode or HackerRank to get comfortable with the types of questions that often come up.
✨Know Your Tools and Frameworks
Make sure we’re well-acquainted with the tools and technologies listed in the job description. Familiarise ourselves with any specific frameworks or programming languages mentioned. If Learning Pool uses React or Node.js, for instance, be ready to discuss how we’ve used them in previous projects or coursework.
✨Showcase Your Projects
Bring along a portfolio that highlights our best work. This could be code samples, GitHub repositories, or any side projects we’ve built. Make sure we can talk through our thought process for each project, especially the challenges we faced and how we solved them—this shows our problem-solving skills in action.
✨Prepare for Behavioural Questions
While technical skills are key, full-time positions also require cultural fit. Be ready to discuss our previous experiences and how we handle teamwork, conflict, and deadlines. Brush up on the STAR method—Situation, Task, Action, Result—to clearly articulate our past experiences when discussing how we've contributed to a team.
