Support Engineer • Mid-Level

Who you are

You have a talent for transforming complex processes into clear, structured, and accessible documentation that drives operational efficiency. Your understanding of information architecture allows you to organize large volumes of content in ways that enable agent self-service and reduce escalations. You create effective training materials and learning experiences that drive measurable improvements in quality, efficiency, and vendor performance. You know how to translate process documentation into engaging training sessions that empower users and enhance their learning journey.

You thrive in collaborative environments where you can work closely with cross-functional teams to identify training needs and develop tailored solutions. Your ability to communicate complex information in a straightforward manner makes you an invaluable resource for both new and existing team members. You are detail-oriented and committed to continuous improvement, always seeking feedback to refine your documentation and training approaches.

What you'll do

In this role, you will be responsible for creating and maintaining comprehensive documentation that supports Udemy's mission of transforming lives through learning. You will collaborate with subject matter experts to gather information and ensure that all documentation is accurate and up-to-date. Your work will help streamline processes and improve the overall user experience for learners and instructors alike.

You will design and implement training programs that equip team members with the skills they need to succeed. This includes developing engaging training materials, conducting workshops, and providing ongoing support to ensure that all team members are confident in their roles. You will also analyze the effectiveness of training programs and make data-driven recommendations for improvements.

Your contributions will directly impact Udemy's ability to deliver high-quality learning experiences to millions of users worldwide. You will play a key role in fostering a culture of learning and development within the organization, helping to shape the future of education.

What we offer

Udemy offers a dynamic work environment where you can make a real impact on the future of learning. You will have the opportunity to work with a diverse team of professionals who are passionate about education and technology. We provide competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to empower learners around the globe and help them achieve their goals.