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, a 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 pools 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.  

Location:  Hybrid based from our Derry office 

For more information about our benefits and why you should join learning pool, read more here:https://learningpool.com/why-work-for-learning-pool/ 

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 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

Working at Learning Pool 

The Learning Pool team is filled with people who have a real passion for what they do and a fresh approach to partnering with customers.

Learning Pool is a Platinum Investor in People, listed annually in the Sunday Times Best Companies to Work For and wins numerous industry awards for our work with clients including the Queen's Award for Enterprise (Innovation) and recent Brandon Hall, Learning Technologies, e-Learning Industry, Stevie Customer Service and Institute of Customer Service awards.

Closing date for receipt of applications is 5pm UK time on 17th October 2025.