Technical Support Analyst, Tier 1 (UK)

United States Digital Space LLC; Greater London; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Health benefits

Paid vacation and company-wide days

Birthday off

Employee ESPP 15% discount

Job summary

the company is an AI-powered learning platform helping organizations manage training globally. We seek a Technical Support Analyst to be the first point of contact for customers, troubleshoot complex issues, and guide users to maximize the system’s potential.

You will work in a fast-paced, customer-first culture with hybrid work, three days in the office and flexible days otherwise. Strong communication and problem-solving skills are essential.

Qualifications

• Experience in technical support, preferably SaaS or fast-paced environments.
• Ability to learn software quickly and explain complex concepts to customers.
• Experience with LMS environments is a plus.

Responsibilities

• Answer customer inquiries and technical issues via calls, chat, and email.
• Troubleshoot problems and gather information to identify root causes.
• Escalate to senior staff when needed and ensure timely resolutions.
• Reference resources while assisting customers to deliver accurate support.
• Manage expectations with clear communication on response times.

Skills

First Responder

Troubleshooting

Customer focus

Clear communication

Team collaboration

French speaking

Tools

Ticketing systems

CRM systems

Knowledge base materials

Job description

Artificial Intelligence. Actual Impact.

At the company, we’re using AI to change how people learn at work—and we mean actually change it. We’re an AI-powered learning platform that helps organizations create, deliver, and manage training all in one place. But our real mission goes deeper: we help teams move faster, work smarter, and focus on the work that truly matters. Our platform is built with intelligent, time-saving tools that personalize learning, eliminate busywork, and turn training from a checkbox into a superpower. The result? Better experiences for learners and real results for businesses.

We’re shaping the future of learning with a team that isn’t afraid to challenge the status quo. If you're excited by the idea of using AI to make work-life better for real people–you’ll feel right at home here. And it’s not just what we build, it’s how we show up. At the company, our values aren’t just posters on the wall—they guide how we work every day. We call it the the company Heart: trust by default, assume positive intent, and create space for different perspectives to thrive.

So… what are you waiting for? Join 900+ Docebians around the world and help us reinvent the way people learn, because learning never stops.

The Adventure Ahead

As a Technical Support Analyst, you will serve as the ultimate the company product expert and the vital first point of contact for our customers! Your mission is to dive into technical inquiries, troubleshoot complex challenges, and empower clients to maximize the system’s full potential. By resolving issues efficiently and nurturing our inclusive, customer-first culture, you will directly impact our users' success and ensure every customer feels valued and respected. Get ready to transform technical hurdles into seamless learning experiences in a fast-paced, highly rewarding environment.

Day-to-Day

• Be the First Responder: Address customer inquiries and technical issues promptly across inbound/outbound calls, live chat, video, and ticketing systems.
• Play Detective: Troubleshoot complex technical issues by asking clarifying questions and gathering essential information to pinpoint the root cause.
• Drive Resolutions: Take appropriate, decisive action to resolve customer issues quickly, and smoothly elevate to senior technical staff when necessary.
• Master the Matrix: Seamlessly reference various resource materials while simultaneously interacting with customers and delivering prompt, accurate support.
• Communicate Clearly: Manage customer expectations by communicating realistic response and resolution times, and follow up in a timely manner to confirm full resolution.
• Stay Engaged: Conduct technical conversations via phone, chat, or email for up to 8 hours per day in a contact center environment, remaining relatively sedentary while ensuring consistent attendance and punctuality.
• Keep the Rhythm: Adhere closely to set break and lunch schedules as determined by business and customer needs to keep our support operations running smoothly.

Your Superpowers

Translate Tech to Human: Exhibit a strong ability to quickly learn and communicate software-related and complex technical concepts clearly to customers.

• Champion the Customer: Bring exceptional communication skills coupled with a proactive, problem-solving mindset and a genuine passion for helping customers.
• Thrive Under Pressure: Showcase a proven ability to work effectively and maintain professionalism in a fast-paced, high-pressure environment.
• Process Complex Info: Demonstrate the capacity to easily read and comprehend complex technical material.
• Radiate Confidence: Exude confidence in your abilities and bring a collaborative passion for contributing to the team's success and bringing unique perspectives.
• French Speaking: One of the two openings requires fluency in French to support our French-speaking customer base - please indicate in your application if you meet this requirement.

Bonus Points

Industry Insider: Possess previous experience in technical support, which is highly desirable, especially within SaaS or fast-paced support organizations.

• LMS Guru: Have background experience working within Learning Management System (LMS) environments.
• Proven Track Record: Hold a proven ability to consistently manage customer expectations and deliver effective solutions.

Hybrid Work Philosophy

Great work can happen anywhere but coming together helps us go further. Our team spends three days a week in the office (Tuesday-Thursday) to collaborate, solve problems, and learn from each other. With flexibility the rest of the week, it’s a balance designed to help everyone do their best work and keep growing.

Total Rewards Philosophy

Our Total Rewards Philosophy centers around three core areas to reward and care for our People:

• Rewarding Impact: We lead with competitive pay to reward the impact, skills and traits that fuel our success.
• Fostering Holistic Wellbeing: We care deeply about and invest in the whole person with programs that support our people’s physical, mental, and financial well-being.
• Empowering Our Talent Culture: We build a culture of trust and empowerment by designing our rewards and benefits with transparency, equity, and flexibility, enabling our people to do their best work and stay for the long haul.

Our Promise to You

Financial Wellness: Own a piece of the company through our Employee Share Purchase Plan (ESPP) at a 15% discount, plus a competitive compensation package.

• Your Well-Being, Covered: You’ll get access to health benefits, so you can get the care you need when you need it.
• Rest, Relax, Repeat: Rest and recharge with paid vacation days, two company-wide the company Days, floating holidays for cultural celebrations, and your birthday off!
• Family First: We provide coverage offering you time with your little one(s) so you can soak up all those precious moments. Fun fact: we had 30 Docebian babies join the family in 2025!
• Connections That Count: Connect with global communities through our Employee Resource Groups (including PRIDE, DWA, BIDOC, and Green Ambassadors) and company-wide events that keep the fun rolling all year long.

About the company

At the company, we create seamless, AI-powered learning experiences for over 3,000 customers worldwide. We have successfully achieved two IPOs (TSX: DCBO & NASDAQ: DCBO), been recognized as a top SaaS e-learning solution, and are growing exponentially in the process. We’re a global company, with office across North America, EMEA, APAC, and beyond. Our team is guided by five core values—Grow Together Win Together, Build with Our Customer, Clear is Kind, Own Outcomes, Progress Over Perfection—that shape everything we do. If this resonates with you, now is the perfect time to join one of the fastest-growing learning technology companies in the world.

the company is an Equal Employment Opportunity employer. We are committed to diversity and inclusion in our workforce. All qualified applicants and employees will receive consideration for employment regardless of their race, colour, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, citizenship status, age, disability, genetic information, or any other category protected under applicable law.

As a federal contractor, the company is committed to the principles of affirmative action and equal employment opportunity for protected veterans and individuals with disabilities. the company does not discriminate because of protected veteran status or on the basis of disability, and the company takes affirmative action to employ and advance in employment qualified protected veterans and individuals with disabilities.

Any individuals requiring a reasonable accommodation or would like to voluntarily disclose a disability or protected veteran status to assist with their employment application should send an e-mail to ----- The email should also include the position you’re interested in.