Learning Pool
Application Support Engineer
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Application Support Engineer
Learning Pool — Senior eLearning Engagement Manager (Support)
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 a diverse team working in offices and remotely across Europe and North America. We take great pride in our shared work and are committed to building great software sustainably.
If you’re ambitious with a passion for technology and empowerment, we’d love to hear from you. This role offers an exciting opportunity to contribute to and shape the future of online learning.
About the Role
The successful candidate will be responsible for:
- Managing tier 2 support cases
- Troubleshooting complex issues across all of Learning Pool’s products and solutions as part of the Application Support Team
- Deep diving into applications and platform backends
- Collaborating closely with Development, Cloud Infrastructure, and Support teams
Responsibilities
Key elements of the role include:
- Providing multi-level troubleshooting and technical support to clients, resolving product and hosting issues with accuracy and speed
- Conducting fault reproduction, troubleshooting, root cause analysis, bug tracking and issue resolution
- Partnering with Customer Support, Development, and Infrastructure to enhance response quality and time efficiency
- Ensuring positive experience by proactively tracking all tier 2 cases and maintaining clear communication across stakeholders
- Developing technical documentation and delivering internal demos to standardise knowledge
- Supporting the automation-first and continuous improvement strategies of the team
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Requirements
The ideal candidate will showcase:
Essential Skills
- Case management experience: Utilising systems like JIRA to manage issues efficiently, ensuring adherence to resolution timelines and conversations with teams
- Technical proficiency: Hands-on familiarity with web technologies, such as HTML, CSS, JavaScript, CDN, DNS
- Service orientation: Focused on delivering an exceptional customer experience
- Critical thinking: Exceptional analytical and problem-solving skills
- Communication: Strong ability to clearly communicate technical information to non-technical audiences (oral, written, and interpersonal)
- Organisational excellence: Mastery of time management and organisation
- Adaptability: Keen interest in technology and the ability to quickly master new systems and tools
- Team collaboration: Experience in a supportive and collaborative team environment
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Advantageous Attributes
- Experience with Confluence, JIRA, and Git
- Proficient SQL and NoSQL query writing
- Multi-platform proficiency with UNIX/Linux and Windows systems
- Third-level qualification in related fields such as Computer Science, Information Technology
Why Work at Learning Pool?
Learning Pool comprises individuals committed to excellence and an innovative culture.
We’re proud to be a Platinum Investor in People, consistently ranked among the Sunday Times Best Companies to Work For. Our dedication to innovation has seen us receive awards including:
- Queen’s Award for Enterprise (Innovation)
- Brandon Hall Awards
- Learning Technologies Championships
- e-Learning Industry Awards
- Stevie Customer Service Awards
- Institute of Customer Service Awards
Make your mark in a forward-thinking organisation that fosters development and partnerships.
Closing date for applications: 5pm UK time, 17th July 2026.
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