Learning Pool
Application Support Engineer
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Application Support Engineer
Senior Application Support Engineer
Wherever you find ambitious companies investing in their people, you’ll find Learning Pool
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 our customers trust us to deliver long-lasting value, great return on investment and excellent customer service.
Learning Pool welcomes passionate people from all kinds of backgrounds. We are 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 in a sustainable way.
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. This role offers an excellent opportunity to get involved in and become part of the world of online learning.
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.
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Responsibilities
Roles and responsibilities include:
- Provide multi-level troubleshooting and technical support to clients to resolve product and hosting issues with speed and accuracy.
- Be 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 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.
Requirements
The successful candidate will demonstrate:
- Case management experience: Experience of effectively managing issues via a ticketing/case management system (such as Jira or similar) to ensure:
- Regular communications between teams
- Agreed resolution times are achieved
- Technical competency: Ability to demonstrate familiarity with web-related technologies, such as:
- HTML, CSS, JavaScript
- CDN, DNS
- Service orientation: Focused on delivering an exceptional customer experience
- Critical thinking:
- Excellent analytical and problem-solving skills
- Communications:
- Ability to clearly and accurately communicate via oral, written and interpersonal methods
- Ability to explain technical information to a non-technical audience in a simple, clear manner
- Organisational:
- Strong organisational and time management skills
- Adaptability:
- Interest in technology
- Ability to quickly learn and master new technology
- Building relationships:
- Ability to collaborate and support across the wider team
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It would be advantageous (though not essential) to have:
- Experience with Confluence, Jira, and Git
- Experience writing SQL and NoSQL queries
- Proficiency with multiple computer operating systems:
- UNIX/Linux
- Windows
- A third level qualification in:
- Computer Science
- Information Technology
- or a related field
Benefits and Culture
The Learning Pool team is filled with people who have a genuine passion for our work and a refreshing approach to partnering with customers.
Learning Pool is:
- A Platinum Investor in People
- Listed annually in the Sunday Times Best Companies to Work For
- Awarded numerous recognition for client work, including:
- The Queen’s Award for Enterprise (Innovation)
- Recent awards from Brandon Hall, Learning Technologies, e-Learning Industry, Stevie Customer Service and Institute of Customer Service
Closing date for receipt of applications is 5pm UK time on 17th July 2026.
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