Learning Pool
Application Support Engineer
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Application Support Engineer
Learning Pool – Senior Applications Support Technician
Learning Pool is among the fastest growing e-learning companies in the world, servicing more than 2,000 customers and 24 million learners globally. Our expert team creates the content and technology solutions that engage and empower modern leaders using pioneering technology and creative content that we build, deliver and maintain. We’re passionate about customer success and are trusted by clients to deliver lasting value, ROI, and excellent customer service.
Learning Pool welcomes passionate candidates from all backgrounds. We pride ourselves on our diverse team working across Europe and North America, both in offices and remotely. Sustainability and team spirit are at the heart of what we do, as we build great software in an impactful way.
If you thrive in a culture that values creativity and empowerment, apply now to be part of the world of online learning.
About the Role
The ideal candidate will manage Tier 2 support cases, troubleshooting complex issues across Learning Pool’s products and solutions within the Application Support Team. You’ll use deep technical knowledge and collaboration to diagnose, resolve problems across our applications and platforms, working closely with Development, Cloud Infrastructure, and Support Teams.
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Responsibilities
- Provide multi-level troubleshooting and technical support to clients, resolving product and hosting issues with speed and accuracy.
- Execute fault reproduction and troubleshooting, conduct root cause analysis, and track bugs and issues in our systems.
- Collaborate with Customer Support, Development, and Infrastructure teams to optimise resolution times and response quality.
- Ensure proactive case management, tracking Tier 2 issues through their lifecycle and facilitating transparent communication between stakeholders.
- Enhance team knowledge by creating technical documentation and delivering internal process improvements.
- Support automation-first initiatives and continuous process improvements, where required.
Requirements
You’ll demonstrate the following:
- Case management experience: Experience managing support cases via JIRA (or similar ticketing systems) while ensuring agreed SLAs and clear cross-team communication.
- Technical competency: Familiarity with web technologies (HTML, CSS, JavaScript, CDN, DNS, architectural principles).
- Service orientation: Commitment to delivering an exceptional customer experience.
- Critical thinking: Strong analytical and problem-solving skills.
- Communication: Ability to explain technical details clearly in oral, written, or interpersonal settings to non-technical audiences.
- Organisational skills: Excellent time management and workflow coordination.
- Adaptability: Eagerness to embrace new technologies quickly and learn on the job.
- Team collaboration: Ducateth to thrive in a collaborative, customer-focused environment.
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And It Would Be Advantageous If You’ve:
- Experience with Confluence, JIRA, or Git.
- Experience writing SQL and NoSQL queries.
- Proficiency with UNIX/Linux and Windows operating systems.
- A third-level qualification in Computer Science, IT or a related field.
Why We’re Unique
Learning Pool is more than a job — it’s a vibrant team of passionate creators. We’re proud to:
- Be a Platinum Investor in People (annually ranked in the Sunday Times Best Companies to Work For).
- Hold industry awards including the Queen’s Award for Enterprise (Innovation) and accolades from Brandon Hall Awards, Learning Technologies, EuLeaR, Stevie, and the Institute of Customer Service.
Closing Date
Applications close at 5 PM UK time on 17th July 2026.
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