Senior Technical Support Analyst

About us

At Udemy, we’re on a mission to transform lives through learning. Through our intelligent skills platform and a global community of instructors, we’ve helped over 70 million learners and 16,000 organizations achieve their goals. Come join us in ensuring everyone, everywhere has access to the skills they need to unlock their potential and create possibilities for themselves and others.

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

 

We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has