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Job Description & How to Apply Below
We are looking for an application troubleshooting analyst – an individual who can perform analysis of a given problem report and determine where the problem is, its cause, solution or recommend effective workaround where applicable. Acting as an escalation point for client Subject Matter Experts, Product Support Analysts act as the primary point of contact for client technical teams. Through a combination of technical investigation and troubleshooting, as well as collaborating with teams across D2L, PSAs offer a world class support experience for D2L Administrators with varying degrees of technical expertise across the Enterprise, Higher Education, and K-12 segments.
Successful candidates must have strong analytical skills and be creative problem solvers. They will be able to make accurate risk assessments and demonstrate above‑average attention to detail and competencies. They are excellent communicators and are comfortable discussing technical issues with clients whose technical expertise may vary.
HOW YOU’LL MAKE AN IMPACT
Utilize electronic communication by chat, phone, email, or assignment through case tracking system to interact with users facing technical issues, effectively identifying and documenting the problems they are encountering
Conduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documents
Identify and correct improperly configured installations
Replicate, diagnose, and resolve technical problems experienced by users, employing troubleshooting techniques to ensure prompt resolution
Create, update, and resolve support cases within defined Service Level Objectives
Improve product/tool design and functionality through creation of Software Defect reports and Feature Enhancement reports
Create Support documentation, including FAQs and both internal and client-facing Knowledge-based Articles
Participate in collaborative troubleshooting sessions to identify root causes of complex issues
Participate in a shift rotation including weekdays, evenings, and weekends based on Eastern Time
Perform other duties as assigned by Manager
WHAT YOU’LL BRING TO
THE ROLE
Desired Competencies
Ability to learn and adapt to new tools and products quickly
Strong ability to recognize patterns
Ability to work individually and in collaboration with colleagues
Ability to work well in a fast‑paced environment
Demonstrable ability to multitask both independently and within a team
Ability to identify trends and make suggestions for technical modifications to resolve existing and future problems
Excellent research capabilities
Desired Skills
Strong ability to write, interpret, and debug SQL queries on demand
Working knowledge of Web services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, and Microsoft tools and technologies;
Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions;
Web applications and how they work at a high level (web servers, database servers, client-to-server communication);
Wireshark, Fiddler, and other browser‑based diagnostic and reporting tools
Communicate technical and complex information in verbal and written form
Strong customer service skills
Keen attention to detail and organization skills
Excellent time management and prioritization skills
Strong analytical and decision‑making skills
Excellent problem‑solving and navigational skills
Desired Experience
Experience working with Microsoft SQL
Some experience providing customer service
Relevant work experience in a similar role
Experience working in a Helpdesk environment is considered an asset
LMS experience – user, administration, and/or support is considered an asset
Experience with Salesforce or any other ticketing system is an asset
Education Recommendations
Bachelor's degree in Computer Science or equivalent technical experience
This position is to fill an existing vacancy.
Base Salary
Base Salary Range: $55,000—$65,000 CAD.
Benefits
Impactful work transforming the way the world learns
Flexible work arrangements
Learning and Growth opportunities
Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program
2 Paid…
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