At 2U, we are all in on purpose. We are motivated by our mission – to eliminate the back row in education – and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world’s leading online learning platform, 2U powers more than 4,000 online higher education offerings – from free courses to full degrees. Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.
What We’re Looking For:
The Partner Support Engineer provides excellent customer service and technical support to a global customer population of instructors building and running courses on the Open EdX platform. The role uses troubleshooting skills and technical expertise to navigate 2U products while maintaining focus on the customers’ needs. The role will also work with the 2U systems of product, engineering, and relationship management to identify, escalate, and resolve customer issues.
Responsibilities Include, But Are Not Limited To:
- Provide exceptional customer support and troubleshooting for online course teams and instructors. Advise them on best practices and options for the optimal use of the edX platforms.
- Serve as an expert in 2U products and practices and contribute to scaling the knowledge through documentation of product, processes, and best practices.
- Monitor internal escalation channels.
- Work closely with Product and Engineering for bug resolution or feature improvement requests. Back up recommendations to improve the Partner/course team experience with reporting/analysis that demonstrates the business needs, reach and impact. Anticipate how feature/product changes may impact Partners/course teams based on the understanding of their usage and plans.
Things That Should Be In Your Background:
- General knowledge of coding and web development practices, and familiarity with debugging HTML, JavaScript, and Python.
- 3+ years of providing exceptional customer support and technical troubleshooting for SaaS customers.
- Proficient at database queries.
- Proficient at command line.
- Excellent business writing, verbal communication, and negotiation skills. Demonstrate sound judgment and the ability to influence others and to advocate for our customers.
- Fluent in both English and Spanish.
- Familiarity with ticketing system (Zendesk, JIRA, GitHub).
Other Attributes That Will Help You In This Role:
- Additional language skills a plus
- Experience with support in higher education
- Project Management skills
- Reporting/Analytical skills
The interview process will be conducted in English.
2U Diversity and Inclusion Statement
At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we’ve taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike.
2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reach out to us at: recruitingaccommodations@2u.com.
About 2U Inc. (NASDAQ: TWOU)
For more than a decade, 2U, Inc. has been the digital transformation partner of choice to great non-profit colleges and universities delivering high-quality online education at scale. As the parent company of edX, a leading global online learning platform, 2U provides over 45 million learners with access to world-class education in partnership with more than 230 colleges, universities, and corporations. Our people and technology are powering more than 4,000 digital education offerings — from free courses to full degrees — and helping unlock human potential. To learn more: visit 2U.com.
About edX
edX is the education movement for restless learners and a leading global online learning platform from 2U, Inc. (Nasdaq: TWOU). Together with the majority of the world’s top-ranked universities and industry-leading companies, we bring our community of over 45 million learners world-class education to support them at every stage of their lives and careers, from free courses to full degrees. And we're not stopping there — we're relentlessly pursuing our vision of a world where every learner can access education to unlock their potential, without the barriers of cost or location. Learn more at edX.org.
Learn more at https://2u.com/careers/
#NoBackRow
The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.
2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay.
