Integration Support Specialist

We Impact Lives Through Purpose-Driven Work in A People First Culture
Ascend Learning, a leading healthcare and learning technology company, is the connection between a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data-driven solutions across the lifecycle of learning. From testing to certification, Ascend Learning products are used by physicians, emergency medical professionals, nurses, allied health professionals, certified personal trainers, financial advisors, skilled trades professionals and insurance brokers.
Headquartered in Burlington, MA, with additional office locations and hybrid and remote workers in cities across the U.S., Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America’s 2025 Greatest Workplaces as well as America’s Best Places to work for Mental Well-Being for 2025.
We're always looking for talented, passionate professionals to join us in our mission to help change lives. If this sounds like an environment where you'd thrive, read on to learn more.

As an Integration Support Specialist, you will serve in a consultative, business‑to‑business support role, providing escalated technical application and customer support for all integrations.
You will respond to technical inquiries from external B2B customers via phone and email, document all customer interactions, and open and manage tickets to ensure timely and effective issue resolution.
You will support the availability and reliability of critical company systems by participating in Incident Management activities, analyzing reported incidents, coordinating SME‑level support, and recommending system controls and integration protocols.
This role operates as a shared service across all Ascend Healthcare categories that offer integrated solutions.

This role has the flexibllity to work remote within the United Sates.

• Provide post‑implementation integration support for business‑to‑business partners and institutions, including troubleshooting and resolving complex integration issues.
• Serve as an escalation point for integration‑related issues that cannot be resolved at Tier 1 or Tier 2 support levels, including impacts to B2C customers.
• Communicate new integration features, trends, and updates to internal support teams and share integration best practices with external B2B partners.
• Track, analyze, and report support trends by documenting cases and providing actionable insights to product and engineering teams.
• Identify and report opportunities for product enhancements, process improvements, and automation based on recurring issues and customer feedback.
• Evaluate the performance of integration solutions and provide recommendations to improve reliability, scalability, and customer experience.
• Participate in bi‑weekly collaboration meetings with product and engineering teams to review cases, incidents, and ongoing integration concerns.
• Support issue and incident management by collaborating with sales and engineering, communicating system updates and incident status, assisting with testing fixes, conducting impact analysis, and coordinating long‑term solutions with internal teams or vendors.

• High school Diploma or GED required, Associates degree in Computer Science, Information Technology, or equivalent preferred.
• 2+ years of experience in integration support or a related role. (LTI, SAML, SSO, API, etc.)
• 4+ years of experience in learning management systems like Canvas, Blackboard, D2L, Moodle, etc.
• Proficiency in Microsoft Office Suite, D365, and Jira
• Ability to identify and resolve complex integration issues
• Excellent troubleshooting and problem-solving skills.
• Exceptional customer service…