Schoox is looking for a Support Engineer II (Tier II) to tackle escalated technical issues for our Learning Management System platform. You will investigate complex problems, work closely with our Engineering team, and deliver timely, high-quality resolutions to ensure our customers' success.
What You'll Do
- Research, diagnose, and resolve complex software-related issues.
- Handle tickets escalated from Tier I support and ensure timely, accurate resolution.
- Create alternative solutions when standard procedures do not apply.
- Escalate unresolved issues to internal teams, such as Engineering.
- Log, track, and document issues accurately while meeting SLAs.
- Follow up with customers to confirm full resolution and service restoration.
- Contribute to knowledge-base content by writing clear technical articles and guides.
- Manage and prioritize multiple open issues simultaneously.
What We're Looking For
- Proven experience as a Technical Support Specialist, Support Engineer, or similar technical role.
- Ability to provide clear, step-by-step technical guidance in written and verbal communication.
- Experience with help desk ticketing systems and remote support tools.
- Strong communication, analytical, and problem-solving skills.
- Ability to multitask, stay organized, and maintain professionalism under pressure.
- BSc in Information Technology or a related field, or an equivalent diploma.
- Excellent written and verbal English communication skills.
Nice to Have
- Familiarity with LMS platforms or the SaaS industry.
Technical Stack
- LMS platforms
- SaaS
Team & Environment
You will work closely with our Engineering team to resolve customer issues.
Benefits & Compensation
- Competitive salary and productivity-based bonus
- Stock options
- Prepaid meal card benefits
- Free physiotherapy sessions
- Free English lessons with an in-house instructor
- Gifts for birthdays, weddings, and baby arrivals
- Additional PTO for each child, plus maternity and paternity leave
- Flexible remote working
- Lego workshops as part of our development process
- Continuous learning and development opportunities
- Employee Assistance Program (EAP)
Work Mode
This is a hybrid position.
Schoox is most decidedly an equal-opportunity employer. We want applicants of diverse backgrounds and hire without regard to race, color, gender, religion, national origin, ancestry, citizenship, disability, age, sexual orientation, or any other characteristic protected by law.
