Senior Technical Support Analyst

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

• Technical Troubleshooting & Problem-Solving - You independently or collaboratively manage intricate technical escalations, methodically diagnosing and resolving issues through systematic analysis. You are proficient at troubleshooting issues related to SSO, LMS, and API integrations, demonstrating a deep understanding of how various system components interact across platforms, environments, and technologies.
• Communication & Cross-Team Collaboration - You effectively translate complex technical concepts into clear, accessible language for diverse audiences, and you actively partner with multiple cross-functional teams to drive issue resolution, share knowledge, and document solutions that benefit the entire organization.
• Ownership & Customer Focus - You independently drive technical issues to resolution while maintaining clear communication with customers throughout the process. You balance technical accuracy with empathy and ensure that customers feel supported even during extended troubleshooting scenarios that may involve multiple teams or complex engineering escalations.
• Adaptability & Learning Mindset - You quickly absorb information about new technologies, platforms, processes, and customers while confidently navigating ambiguous situations. You demonstrate resilience in the face of challenges by proactively identifying opportunities for continuous improvement at both a personal and organizational level.

About you

You are a skilled technical support professional with expertise in platforms (e.g. login and authentication, digital rights management, and configuration management) and SaaS integrations [e.g. identity providers (SSO, SCIM), learning management systems (LMS/LXP), and HRIS platforms]. You thrive when troubleshooting complex technical challenges, leveraging your ability to analyze system configurations, authentication workflows, and API interactions to validate, escalate, or resolve issues. 

You instinctively balance empathy with expertise, creating a support experience where our high-value customers feel both technically guided and emotionally understood throughout their interaction. A proactive problem solver, you take ownership of resolutions while continuously identifying opportunities to improve processes, tooling, and the platform itself. You excel in collaboration, partnering effectively across teams and adapting your communication style for both technical and non-technical audiences.

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 provide calm, resourceful, and technically adept support via email and video call that turns frustrating technical situations into positive customer experiences. And 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 i