Advanced Technical Support Lead
ABOUT THE ROLE:
We’re seeking a customer-centric individual who enjoys getting into the technical weeds and is able to quickly pick up new complex product offerings and processes. The main responsibilities of this role consist of handling technical escalations regarding Udemy products and the various integrations we support. This individual is detail-oriented and enjoys being a creative problem-solver who is committed to offering top-notch support to our Udemy customers. In addition to supporting our customers via email and phone, this individual will also support and effectively partner with members of the Udemy Business teams.
This is an excellent opportunity to be part of a thriving company and help establish this new part of the Udemy Business Support team.
Here's what you'll be doing:
- Serve as technical subject matter expert for customers, and internal teams on all aspects of integration between Udemy Business and SaaS applications; e.g., via Web Single Sign-On, API and HRIS/LMS integrations, analytics, and reporting data streams
- Collaborate with the Engineering, Product, Design and Support teams to improve our integration services
- Be a product expert on all things Udemy Business
- Anticipate customer needs and problems before they surface; develop deep customer intuition to empower Udemy Business customers to achieve their goals
- Troubleshoot technical issues, analyse HAR files, and partner with engineering teams to resolve issues efficiently
- Support Udemy Business teams like Customer Success, Sales and Product, on projects and requests
We’re excited about you because you have:
- Minimum 5 years experience providing B2B Technical Support
- Basic understanding of authentication protocols (e.g., SAML 2.0, SCIM, OAuth/OpenID Connect), Web APIs, SMTP (e.g, SendGrid), DNS (e.g., CloudFlare) and experience debugging Web applications (e.g., Chrome DevTools).
- A passion for delivering exceptional support to customers
- Minimum 2 years experience providing B2B Support
- Exceptional attention to detail
- A relentless work ethic, and growth mindset
- Superior project and time management skills.
- Outstanding verbal, written, and documentation skills
- PLUS: Experience with offering support via phone
- PLUS: Experience creating technical documentation and doing developer outreach
- PLUS: Zendesk, mySQL, Jira, Looker
Minimum Salary: $100,000 + Equity + Benefits (See Below)
Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.
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Udemy Benefits:
- Eligibility: Regular, full-time employees are eligible for Udemy’s benefit programs.
- Health Plans: Medical, dental, and vision coverage (100% coverage for employee-only).
- HSA/FSA/Commuter: Pre-tax savings/spending plans available; generous HSA employer contributions for those enrolled in the HDHP medical plan.
- Life/Disability: Employer-paid life insurance (supplemental available), in addition to short-term and long-term disability.
- Retirement: Access to 401(k) with annual employer contribution.
- Wellbeing: Corporate memberships for meditation and mindfulness, therapy and coaching, financial planning, primary care, telehealth, health advocacy, parent/newborn support, and employee discounts.
- Education: Free access to the entire course library on the Udemy and Udemy for Business platforms; annual stipend for external learning beginning at six months of employment.
- Charitable Matching Program: Employer match of monetary contributions to eligible nonprofits and charities that carry a 501(c)(3) tax status.
- Vacation: 15 days per year of Paid Time Off for hourly; flexible Discretionary Time Off for salaried.
- Parental Leave: 8 weeks of leave at 100% pay for parents who take time off from work following the date of birth, adoption, or foster placement beginning at six months of employment; this amount is in addition to pregnancy-disability benefits at 100% pay, if applicable.
- Holidays: 10 paid holidays throughout the year; during COVID-19, Udemy also provides roughly one “Wellness Day” per month while working from home.
About Udemy
We believe anyone can build the life they imagine through online learning. Today, millions of students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity,passion, and teamwork. We also celebrate our milestones and support each other every day.
Founded in 2010, Udemy is publicly traded and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), Gurugram (India), and São Paulo (Brazil).
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