Technical Support Engineer (Open LMS) UK, Brighton, Remote

Are you an IT generalist that enjoys learning new skills? Do you consider yourself a jack of all trades with the ability to fix a printer (don’t worry, we don’t have those here!!) while also debugging some code? Can you discuss technology with the biggest technophile then turn around to describe how to login to a website for the first time for the least tech savvy person you know? If so, we want to hear from you!

This role is responsible for providing advanced (Tier 2/3) support to customers for our Open Source Learning Management System (Open LMS) and helping support integrations with the LMS.

While Open LMS is a 100% remote company, you must be a resident of the United States to be eligible for the position. No sponsorship is available.

What you will do

The day to day duties of this role might involve the following:

  • Reproducing, troubleshooting, analyzing, and resolving technical customer issues submitted through the support portal (Zendesk) quickly and professionally.
  • Provide support to nominated contacts and partners and act as an interface between customers and other technical teams including consulting and operations.
  • Identify, research, and resolve complex technical problems.
  • Act as an escalation point for Tier 1 Customer Support Specialists on complex technical issues
  • Assist in training new support staff and other Support Engineers.
  • Leverage code as a resource when troubleshooting issues.
  • Accessing the database to run reports and resolve data level issues in the back end.
  • Database Integration configuration, maintenance, and troubleshooting.
  • Provide expertise in advanced integration areas such as SSO, API’s, and enrollment management.
  • Continuously assess and contribute to Knowledge Management by identifying and/or creating knowledge base articles.

Who we are looking for

If ANY of the below describe you, we hope you apply so we can meet you!

  • Excellent analytical and problem-solving skills
  • Excellent interpersonal skills and ability to work in teams
  • Exceptional listening, written and oral communication.
  • Fluent written and spoken English, but Multilingual a plus (Spanish, Portuguese)
  • Associates or Bachelors degree, preferably in a STEM discipline, or equivalent experience.
  • Ability to work with minimal supervision
  • Customer focused with an understanding that both internal and external customers require you to meet their needs in a professional and understanding manner.
  • Strong experience with web technologies (PHP, HTML, CSS, Javascript, AJAX)
  • Good knowledge of SQL databases (MySQL/PostgreSQL)
  • Proficient with multiple computer operating systems - UNIX/Linux and Windows
  • Basic understanding of networking (TCP/IP, Routing, Firewalls etc)
  • Knowledge of technologies such as SOAP and REST is a plus.
  • Knowledge of source code management is desirable.
  • Good knowledge of Learning Management Systems (in particular Moodletm)
  • Experience working in education technology will be highly regarded

Open LMS is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, or any other protected factor.

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...