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Senior Technical Support Analyst

Dublin, Ireland

About Us

At Udemy, we’re on a mission to improve lives through the power of learning. We’re a leading global learning company and one of the world’s largest education platforms, with more than 67 million learners. Our goal is to provide flexible, effective skill development to empower organizations and individuals. 

Talented people are everywhere, and the right opportunity can be hard to come by. That’s why we’re focused on revolutionizing learning, using our skills and expertise to help others develop theirs and reach their full potential. Individually, we bring our unique perspective to reimagine the way we share knowledge. Together, we can improve lives by making learning more accessible for our learners, our instructors, and businesses around the world.

Hybrid work

Udemy is headquartered in San Francisco with global offices in Australia, India, Ireland, Türkiye, and other US locations. Our robust hybrid work model spans San Francisco, Denver, Ankara, Dublin, and Melbourne. This hybrid position requires two days per week in our Dublin office. Learn more about us on our company page.

 

About your skills

  • Complex Issue Resolution: You manage intricate technical escalations independently or collaboratively, applying sound judgment, resourcefulness, and empathy to drive resolutions. You proactively address broader customer experience issues and work cross-functionally to resolve complex cases.

  • Project and Process Management: You take ownership of projects from planning through execution, continuously improving processes and enhancing team efficiency. You balance multiple priorities effectively and thrive in environments with autonomy and ambiguity.

  • Data-Driven Decision Making: You leverage tools, data, and cross-functional relationships to make informed recommendations. Analytical and resourceful, you identify trends and opportunities for improvement in content management, prompt engineering, and operational insights.

  • Strategic Communication & Collaboration: You communicate effectively across all levels, from customer interactions to executive updates, adjusting your approach based on audience and context. You challenge ideas respectfully, foster mentorship, and contribute to a supportive team culture.

 

About this role 

As a Senior Technical Support Analyst, you will investigate, triage, and resolve complex integration-related escalations, acting as a subject matter expert for platform integrations and support procedures. You will also contribute to process improvements, documentation, and cross-functional initiatives that scale and strengthen our global technical support program.

 

What you’ll be doing

  • You will troubleshoot and resolve complex technical issues related to platform integrations, including SSO providers, LMS/LXPs, and API interactions, using system logs, authentication workflows, and replication techniques.

  • You will manage escalated cases by maintaining detailed case records, collaborating cross-functionally, and tracking outcomes to effectively resolve critical platform and integration issues.

  • You will establish and maintain strong working relationships with Engineering, Product, Solutions Engineering, Customer Support, and with Udemy’s integration partners.

  • You will build trust and confidence in Udemy’s support team by clearly, thoughtfully, and concisely communicating technical concepts to both technical and non-technical audiences, internally and externally, in writing and on the occasional video conference call.

  • You will identify trends in technical support cases and contribute to documentation, tooling, and process improvements.

 

What you’ll have: 

  • Proven experience resolving complex technical issues with minimal oversight, preferably as part of a global team within a hybrid workplace model.

  • Strong knowledge of authentication protocols (SAML, OAuth, SCIM) and API troubleshooting.

  • Hands-on experience with integrations involving SSO providers (Azure AD, Okta), LMS/LXPs (Docebo, Cornerstone OnDemand), or HRIS systems (Workday). (Note: This is only a partial list of the integrations you will support.)

  • Ability to balance ownership and accountability with teamwork and collaboration.

  • Excellent problem-solving skills, with the ability to research and resolve issues even when minimal documentation is available.

  • Strong communication skills, capable of adapting technical explanations to different audiences.

  • Nice to have – Experience with any of the following systems and tools: Zendesk, Atlassian (Jira and Confluence), Tableau, SQL, Python, GraphQL, Github, and Salesforce

#LI-SM5

 

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To support our inclusive recruiting process and for reporting purposes, we welcome you to participate in the self-identification survey. This survey is confidential, voluntary and anonymous. 

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