Senior Technical Support Representative

Work Mode: Hybrid 1+ days per week in our Sydney, Australia office. 12 month contract.

Department: Support

About the Company

LearnUpon partners with over 1,600 organizations globally to unlock the potential of employees, customers & members through learning thats easy, scalable and focused on results.

Read more about life at LearnUpon here.

About the Team

At LearnUpon, our Support team is a highly collaborative, global group of problem-solvers operating on a "Follow the Sun" model to deliver unparalleled service in the eLearning industry. Rather than following rigid scripts, our team takes end-to-end ownership of deeply technical challenges by traversing databases with SQL, analyzing server logs, and troubleshooting complex API and SSO integrations. We partner closely with Sales and Customer Success to solve wider client projects, fostering a supportive environment focused on collective teamwork rather than department silos. We strive to live by our values: act like owners, lead with curiosity, and deliver quality for our customers. Were proud of our success, and were humble and hungry to achieve more.

About the Opportunity

At LearnUpon, were seeking a Senior Technical Support Representative to join our team. This is 12 month fixed term contract. In this role, you will be exposed to a wide variety of technical issues and will become a trusted partner to our ever-growing customer base. You will focus every interaction on the results customers need, helping them discover, deliver, measure, and materialize their unique learning goals through our single, powerful LMS solution.

In addition, you'll be responsible for:

• Answer customer support tickets and phone calls
• Troubleshoot issues using SQL queries and server logs
• Replicate technical issues in internal test portals
• Manage complex tickets involving APIs and integrations
• Review team data requests for security and accuracy
• Document technical bugs for the product and dev teams
• Guide customers through data migrations and system setups
• Partner with sales and success teams on client issues
• Contribute to projects that optimize internal workflows
• Share feedback to help improve the platform and tools

Skills & Experience

Must Haves

• At least 2 years of experience working in a technical customer-facing support role.
• Strong technical troubleshooting skills in a web-based environment, with hands-on experience using HTML/CSS, JavaScript, and browser debugging tools.
• Database proficiency, specifically with experience traversing databases and gathering information using SQL.
• Excellent communication skills in written and spoken English, with the ability to be empathetic, responsive, and clear when explaining complex technical topics to non-technical users.
• Resilience and adaptability to maintain motivation, positivity, and a "get-it-done" mindset in a fast-paced, changing environment.
• Superior attention to detail and a highly analytical approach to problem-solving and technical documentation.
• Proficiency using Salesforce or a similar CRM system to track and manage client interactions.
• Experience using AI tools to streamline tasks and improve efficiencies.

Nice-to-Haves

• Experience working within a SaaS company.
• An eLearning or LMS background with familiarity in industry standards (e.g., SCORM, Tin Can).
• Understanding of Single Sign-On (SSO) platforms (Okta, OAuth, Active Directory) and common API/authentication mechanisms.
• Knowledge of Linux command line, SSH, and core networking (protocols, DNS configuration, etc.).
• Experience troubleshooting and working with Microservices.
• Experience with Planhat or a similar Customer Success Platform (CSP) tool.
• Experience working cross-functionally with a global team spanning multiple time zones.

*If you don't tick every box but believe this role is a mutually good fit, please don't hesitate to apply. We'd love to hear from you.

Why choose LearnUpon?

From comprehensive rewards and generous time off to meaningful investment in your growth and development, LearnUpon gives you the support, trust, and opportunity to do the most impactful work of your career.

Learn more here.

Hiring Process

• Qualified applicants may be invited to an initial screening call with a member of our TA Team.
• Successful candidates will be invited to a series of practical interviews.
• Finally, candidates will have an interview with our COO.
• Successful candidates will be contacted with an offer to join our team.

Note: At LearnUpon, we utilize AI to enhance the speed and quality of our screening and assessment practices, but our hiring decisions are always human.

If you need any accommodations during the hiring process, please reach out to us at peopleops@learnupon.com.

LearnUpon is an Equal Opportunities Employer

We do not discriminate on the basis of gender, marital status, family status, age disability, sexual orientation, race, religion, membership of the Traveller community, or any other legally protected status.

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