About the Company

Synergy Learning is a leading learning technology company that specializes in designing and delivering Learning Management Systems (LMS) and digital learning solutions for organizations worldwide. The company has extensive expertise in Moodle and Totara platforms and has been working in the learning technology industry for many years.

Founded with strong partnerships in the education and technology sectors, Synergy Learning provides services such as custom LMS development, managed hosting, consultancy, training, and technical support for organizations across different industries.

The company has delivered over 1,200 learning platforms and supports millions of learners globally, helping organizations improve training, compliance, and employee development through modern e-learning solutions.

About the Role

Synergy Learning is looking for a customer-focused Support Technician with at least two years of experience in technical support. The successful candidate will provide support for Moodle LMS, Moodle Workplace, and Totara platforms used by external customers.

This role goes beyond basic LMS administration. Candidates should have experience in application administration and backend operations, including working with the Moodle/Totara codebase, database layer, scheduled tasks, CLI scripts, and application data directories.

Applicants are encouraged to review the company’s careers page before applying to learn more about the hiring process, company mission, and values.

Job Purpose

The Support Technician is responsible for delivering high-quality technical support across multiple hosted Moodle and Totara environments. The role involves investigating, diagnosing, and resolving technical issues ranging from routine queries to complex application-level problems.

Working closely with the Systems and Consultancy teams, the Support Technician manages customer cases from the initial report to root cause analysis and final resolution, ensuring platform stability, security, and performance.

Key Responsibilities

• Provide technical support for Moodle LMS, Moodle Workplace, Totara, and related learning technologies via phone, video, and support portal.

• Manage multiple customer support cases while meeting SLA requirements.

• Investigate and resolve issues related to hosting environments, configurations, integrations, and customizations.

• Support system upgrades, deployments, and integrations across customer platforms.

• Troubleshoot plugin conflicts, failed updates, performance issues, and integration errors.

• Collaborate with Systems and Consultancy teams to resolve complex problems.

• Contribute to the knowledge base to improve issue resolution and reduce recurring problems.

• Identify recurring technical issues and suggest improvements to processes or platform configuration.

• Understand customer needs and recommend appropriate solutions aligned with service levels.

• Analyze customer feedback to identify potential product improvements.

• Participate in training, performance programs, and internal improvement projects.

• Ensure the highest level of system security and performance.

Essential Requirements

Candidates must have:

• Residency and the legal right to work in the UK or Ireland

• At least 2 years of experience supporting multiple customers or environments

• Knowledge of Moodle LMS, Moodle Workplace, or Totara backend systems

• Experience with databases, codebase management, scheduled tasks, CLI scripts, and application data directories

• Ability to investigate and resolve complex technical issues independently

• Experience working with ticketing systems and SLA targets

Preferred Qualifications

The following skills are desirable:

• Fluency in German and English

• Experience with Git and version control systems

• Knowledge of web hosting technologies

• Experience working with Linux operating systems

• Certifications related to customer support or LMS platforms

• Experience with support delivery tools and methodologies

Candidates may also be asked to demonstrate practical knowledge of Moodle/Totara backend administration, including interpreting logs, reviewing database queries, and explaining scheduled tasks.

Desired Skills and Qualities

The ideal candidate should:

• Have a strong passion for solving customer problems

• Possess excellent communication skills

• Demonstrate strong analytical and problem-solving abilities

• Show enthusiasm for technology and continuous learning

• Have strong organizational and multitasking skills

• Work effectively under pressure and meet deadlines

• Work independently while collaborating with teams

• Maintain attention to detail and accuracy

• Document processes clearly and comprehensively

• Be comfortable working in a remote-first environment

• Be willing to occasionally work from the Belfast Hub

Reporting & Collaboration

Reports to: Lead Support Engineer

Internal Collaboration:
Support, Consultancy, Sales, and Systems teams

Work Type: Remote-first (Applicants must be based in the UK or Republic of Ireland and have the legal right to work there)