What We’re Looking For:

Partner Support Engineers are integral members of the edX Engineering team, working on support and satisfaction of our growing global Course Creator community. This diverse community includes Instructors, Teaching Assistants, Instructional Designers, Media Specialists, Engineers, and Data Analysts. Reporting to the Manager of Partner Support, the Support Engineer is part of a team focused on helping Course Creators design, develop, and run their courses on edX as seamlessly as possible. This involves proactive communication, reactive troubleshooting, advising, and inspiring our growing base of course creators around the world.

The European Partner Support Engineer will be part of a small co-located team based in Barcelona, and will be asked to collaborate remotely with various teams that are based at our Cambridge, MA USA headquarters. You’ll use the expertise you gain on the edX platform as well as your technical and communication skills to help our university partners achieve their goals.

Responsibilities Include, But Are Not Limited To:

  • Respond to incoming Support tickets and provide in-depth product support and guidance to course authors, following SLAs and target performance metrics
  • Identify, diagnose, and escalate client-facing bugs, identifying solutions and workarounds wherever possible
  • Work closely with Product, Documentation, Engineering teams (and more!), advocating for the partner experience
  • Advise course teams on best practices and options for accomplishing their objectives
  • Back up recommendations to improve the course team experience with reporting/analysis that demonstrates the business needs, reach and impact
  • Build a credible presence in communication channels with both developers and authors

Things That Should Be In Your Background:

  • Problem Solving: Strong technical problem-solving skills, especially when working collaboratively. Able to effectively communicate the need for improved tools/services.
  • Database skills: The ability to effectively query databases for gathering information and problem solving.
  • Technical skills: General knowledge of coding and web development practices; and some familiarity with HTML, JavaScript and Python.
  • Language: Fluency in Spanish and English

Other Attributes That Will Help You In This Role:

  • Experience with support in higher education
  • Familiarity with Command Line, GitHub, JIRA and Zendesk (or other support ticketing systems)
  • Project Management skills
  • Additional languages a plus

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 40 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.

About 2U, Inc. (NASDAQ: TWOU)

2U is comprised of 3 lines of business: Graduate Degree Programs, Short Course, and Boot Camps. Going beyond traditional learning management systems, we use tech, people, and data to help top universities and enterprise organizations transform in the digital era—and eliminate the back row in higher ed. We support lifelong learning which means thinking beyond a single degree. It means finding ways for students to gain the skills they need to change careers, evolve their expertise, and meet the challenges of the changing world head-on. We help our partners fill those needs—developing new digital education technologies and offerings capable of supporting students at different points in their lives. Whether they need a simple refresher, to learn something new, or to change their career trajectories completely, our partners are there to help them succeed. Together with our partners, 2U has positively transformed the lives of more than 275,000 students and lifelong learners. 

2U Diversity and Inclusion Statement

At 2U, we are committed to creating and sustaining a culture that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities of our employees. We strive to offer a workplace where every employee feels empowered by the ways in which we are different, as well as the ways in which we are the same. 

Benefits & Culture

Working at 2U means working with individuals that are passionate and mission driven. We collaborate on tough problems to deliver the best outcomes for our partners, students, and each other. You will find team members working together in our open office spaces, gathered in the kitchen grabbing a snack, or taking a break in our game rooms.

2U offers a comprehensive benefits package:

  • Medical, dental, and vision coverage
  • Life insurance, disability and 401(k)
  • Unlimited snacks and drinks
  • Generous paid leave policies including unlimited PTO
  • Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break

To learn more, visit 2U.com. #NoBackRow

Note: 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. 

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