Support Engineer II (Tier II)

About Schoox

Schoox is a uniquely agile learning and talent development platform. We help businesses of all sizes shift from traditional, compliance-based training to an approach that unlocks and accelerates employee potential and business growth. Our platform goes beyond basic learning management, enabling companies to measure the true impact of their learning and development programs on overall business performance.

In a competitive market with more than 500 providers, Schoox has rapidly become one of the fastest-growing talent development platforms due to our disruptive product vision, our commitment to reimagining corporate training, and our passion for fostering happy customers through happy employees.

Position Description

Our customers are at the heart of everything we build at Schoox. We are looking for a Support Engineer II (Tier II) to help them succeed while using our LMS platform. In this role, you will handle escalated technical issues, investigate complex problems, and work closely with our Engineering team to deliver timely, high-quality resolutions.

You will troubleshoot issues requiring deeper technical knowledge, communicate clear and actionable instructions to customers, and occasionally join scheduled support calls when needed. Your contribution will directly impact customer satisfaction and the overall success of our Talent Development platform.

Responsibilities

• Research, diagnose, and resolve software-related issues.
• Handle tickets escalated from Tier I and ensure timely and accurate resolution.
• Create alternative solutions when standard procedures do not apply.
• Escalate unresolved issues to internal teams (e.g., Engineering) when necessary.
• 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.

Requirements

• 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 equivalent diploma).
• Familiarity with LMS platforms or the SaaS industry is a plus.
• Excellent written and verbal English communication skills.

Skills & Competencies

• Excellent written communication, with strong grammar, clarity, and attention to detail.
• Ability to quickly learn and apply new information.
• Strong proficiency with standard computer software, hardware, and communication tools.
• Commitment to privacy, confidentiality, and information security standards.
• Team-oriented mindset with respect for customers and colleagues.
• Ability to prioritize tasks based on urgency and impact.
• Ability to deliver prompt, accurate, and personalized assistance to customers.

Benefits

• 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)

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.