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
- 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
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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.
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You will manage escalated cases by maintaining detailed case records, collaborating cross-functionally, and tracking outcomes to effectively resolve critical platform and integration issues.
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You will establish and maintain strong working relationships with Engineering, Product, Solutions Engineering, Customer Support, and with Udemy’s integration partners.
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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.
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You will identify trends in technical support cases and contribute to documentation, tooling, and process improvements.
What you’ll have:
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Proven experience resolving complex technical issues with minimal oversight, preferably as part of a global team within a hybrid workplace model.
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Strong knowledge of authentication protocols (SAML, OAuth, SCIM) and API troubleshooting.
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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.)
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Ability to balance ownership and accountability with teamwork and collaboration.
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Excellent problem-solving skills, with the ability to research and resolve issues even when minimal documentation is available.
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Strong communication skills, capable of adapting technical explanations to different audiences.
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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 unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!
Life at Udemy
We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:
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We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we’re better for it.
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Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You’ll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.
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Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.
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We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work.
Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You’ve got the skills; why not use them to help others develop theirs?
At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability.
Our Benefits Start with U
Our benefits start with you and were built to provide you and your family with the protection and care you need, making it easy to access the right coverage when you need it most. Benefits vary by region, and we encourage applicants to review our US Benefits and Ireland Benefits pages to get an understanding of some of the benefits we offer. For details on region-specific benefits, please refer to the information provided during the hiring process.
Information regarding data privacy is available within the Udemy Careers Privacy Notice.
Top Skills
What the Team is Saying
What We Do
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 77 million learners and 17,000 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.
Why Work With Us
As a learning company, we have a rich culture of curiosity. We offer employees free access to every course on the platform, as well as a $1,500 yearly stipend that can be used for educational opportunities, conferences, books, and more. We also host guest speakers and have a comprehensive and internal training curriculum. Become a lifelong learner!
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Employees engage in a combination of remote and on-site work.
We offer hybrid work schedules and hybrid working so our people can make work fit their unique needs.
