Senior Enterprise Support Analyst (Promotion)

Date Posted: June 15, 2026

There is 1 opening for this job profile.

Internal Only, In-line Promotion. Note: In the case of in-line promotions where there is an expansion of responsibilities for the incumbent in the role, which would result in the incumbent being displaced if another person were to take that position, we will not interview for the role.

At 2U, we are all in on purpose. We are motivated by our mission – to make learning limitless– and connected by our shared passion to deliver world-class higher education at scale. As the parent company of edX, a leading online learning platform, 2U powers thousands of  higher education offerings – from free courses to full degrees. Together with our college, university, and corporate partners, we are helping accelerate careers and transform lives. 

What We’re Looking For:

The Senior Enterprise Support Analyst manages advanced requests from administrators and their learners, serving as the primary technical escalation point for the support team. This role expands upon core support duties by supporting complex technical integrations, conducting pre-delivery audits of new and renewal orders, and driving strategic enhancements to the published Help Center. They play a pivotal role in coaching fellow teammates through complex troubleshooting, standardizing work order configuration processes, and collaborating cross-functionally to prioritize product improvements and streamline enterprise operations.

Responsibilities Include, But Are Not Limited To:

Advanced Ticket Management & Escalation Point

• Act as the first point of escalation for team members, guiding them through diagnosing and resolving complex technical and business issues.
• Manage, prioritize, and triage advanced incoming customer requests through Salesforce and Jira.
• Troubleshoot technical errors as they arise during the onboarding process and provide ongoing, high-level support for VIP and integration clients once live.

Order Fulfillment & Pre-Delivery Audit

• Execute and oversee the fulfillment of new customer and renewal orders across multiple product lines.
• Perform pre-delivery audits to ensure strict accuracy and compliance with product, accounting, and legal policies prior to rollout.
• Assist with advanced catalog configuration, including utilizing JSON, while maintaining a deep understanding of the evolving product portfolio.

Team Coaching & Mentorship

• Support and mentor team members by sharing knowledge, designing best practices guides, and assisting in daily issue resolution and prioritization.
• Develop comprehensive training plans and materials to prepare other members of the Customer Support team.

Help Center Strategy & Execution

• Support the strategic enhancement and maintenance of the Help Center, ensuring all artifacts, internal how-to guides, and technical documentation accurately reflect current product capabilities.
• Design step-by-step onboarding materials and self-help artifacts for technical implementations, payment, and facilitation processes.

Cross-Functional Collaboration & Process Improvement

• Consult on the technical configuration and implementation process during pre-sales and onboarding, communicating technical capabilities, limitations, and requirements.
• Collaborate with the Enterprise Product and Engineering teams to relay actionable customer feedback and report bugs.
• Partner with content teams across both product lines, including edX courses and executive education courses, to ensure accurate catalog curation and support consistency.

Things That Should Be In Your Background:

• 5+ years in a customer-facing technical support or consultative client role, preferably within a SaaS or enterprise technology environment.
• Proven track record of taking end-to-end ownership of client configuration, technical integrations, and onboarding.
• Experience configuring and troubleshooting SSO workflows (such as SAML 2.0) and working with API management for enterprise integrations.
• Proficiency with ticketing and CRM systems (e.g., Jira, Zendesk, Salesforce).

Other Attributes That Will Help You In This Role:

• Leadership & Mentorship: A proactive team player who naturally steps into a guiding role to build the technical competencies of their peers.
• Analytical Problem-Solver: Possesses strong troubleshooting skills with a systematic approach to diagnosing complex technical errors and improving operational processes.
• Exceptional Communicator: Highly capable of concisely translating complex technical capabilities and needs to both technical engineering teams and non-technical stakeholders.
• Detail-Oriented: Highly organized, capable of managing competing priorities, and meticulous in conducting pre-delivery audits to ensure order accuracy.

Benefits & Culture

Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you’re excited by the opportunity to provide millions of learners and counting with access to world-class higher education, then join us – and do work that makes a difference. 

We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time, U.S.benefits include: 

• Medical, dental, and vision coverage
• Life insurance, disability, and 401(k) employer match
• Free snacks and drinks in-office
• Generous paid holidays and leave policies, including unlimited PTO
• Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break

The anticipated base salary range for this role is ($73,500.00 - $83,413.00), with potential bonus eligibility.  Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, budget for the position and cost of labor in the market in which the candidate will be hired.

2U Diversity and Inclusion Statement

At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we’ve taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike. 

2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reach out to us at: recruitingaccommodations@2u.com. 

About 2U

2U partners with the world's top universities and companies to develop and deliver education programs that accelerate careers and transform lives. Through partnerships with the world’s leading colleges, universities, and companies, 2U delivers thousands of online programs to millions of learners worldwide on edX, its global learning platform. From executive education and professional credentialing to master’s degree programs and free, open courses, 2U transforms how top institutions deliver workforce-aligned online education, enabling professionals to advance without pausing their careers. Learn more at 2U.com.

The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay.