Support Engineer

About BibliU

BibliU is an award-winning digital learning platform that provides easy access to textbooks and reading materials, making learning more equitable and effective. We partner with over 3,000 educational publishers, including Pearson, Oxford University Press, and Wiley, to offer a wide range of high-quality content to students. Our platform provides rich engagement data to academics and allows students to find information faster. We have disrupted the textbook industry by reducing the cost of education significantly and increasing publisher sales.

Founded in late-2015, we are a rapidly growing company transforming the way students and educators access and interact with learning materials. Our revenue has grown rapidly, with 150% YoY growth in the last three years. Last year, we raised $21m in a Series B funding round led by Nesta Impact Investments, with participation from Guinness Asset Management, Stonehage Fleming, and Oxford Sciences Enterprises.

We are a diverse and inclusive team of professionals who are passionate about education and technology. Our culture is fast-paced, innovative, and dynamic, and we are always looking for talented individuals to join our team. If you are looking for a challenging and rewarding career in EdTech, BibliU is the perfect place for you. Join us and help revolutionise the way students and educators access and interact with learning materials.

Position Overview

As a Support Engineer, you will play a crucial role in ensuring our users have a seamless experience with our products. You will provide technical assistance, troubleshoot issues, and collaborate with various teams to enhance our platform. This role is ideal for someone passionate about technology and education, with strong problem-solving skills and a customer-focused mindset. You will be spending time face to face with customers in person and remote.

Key Responsibilities:

• Provide first-line technical support to users via email, chat, and phone, ensuring timely and effective resolution of issues.

• Working with customers with different level of understanding to help them get setup on the BibliU platform

• Troubleshoot and diagnose software, hardware, and network-related problems.

• Collaborate with the product and engineering teams to identify bugs and recommend improvements.

• Contribute fixes and develop tooling to help you be successful in your role

• Create and maintain comprehensive documentation for support processes, FAQs, and troubleshooting guides.

• Conduct training sessions and workshops for users to maximize their understanding of our platform.

• Assist in onboarding new users, providing guidance on best practices and features of the platform.

• Stay up-to-date with product updates and enhancements to provide accurate information to users.

• Travelling to be onsite with customers to work with them during the onboarding process

Job requirements

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Education Technology, or a related field.

• 2+ years of experience in a technical support role, preferably in the EdTech sector.

• Strong understanding of software development processes and technologies.

• Excellent communication skills, with the ability to convey technical information to non-technical users.

• Experience with ticketing systems and remote support tools.

• Familiarity with common web technologies (HTML, CSS, JavaScript) and databases (SQL).

• Comfortable working with node.js and the AWS platform

• Passion for education and a desire to help others succeed.

• Ability to travel 25% of the time.

  
  

Preferred Skills:

• Knowledge of Learning Management Systems (LMS) and educational technologies.

• Experience with scripting languages is a plus.

• Strong analytical skills and attention to detail.

• Experience with SAML/SSO

Benefits

Our benefits are all aimed at supporting a healthy work-life balance and cultivating a company culture where you can bring your whole, human self to work.

Here's what we offer:

US

• 🌴 35 holiday days per year - yep, that’s not a typo! (in addition to public holidays)

• 🎂 Your birthday off

• 🌱 12 scheduled company wellness Fridays off per year (in addition to your vacation entitlement)

• 🩺 Enhanced medical, vision & dental insurance (BibliU covering 70% of the premium) plus other employee benefits (BibliU covering 60% of all monthly premiums)

• 📄 Slavik 401k plan (Company Match: 100% of the first 3%; 50% of the next 2%)

• ❤️ Enhanced maternity & paternity allowance

• ⏰ Flexible working hours - we’re a remote team spread across the US, the EU, and even Australia!

• 💻 Work-from-home allowance to help you set up your dream WFH station

We strongly encourage candidates of all different backgrounds, experiences and identities to apply. Each new hire is an opportunity for us to bring in a different perspective and BibliU is committed to building an inclusive and supportive workplace where everyone can do rewarding work.