Product Support Analyst
Core
Application troubleshooting analyst acting as an escalation point for client Subject Matter Experts to diagnose, replicate, and resolve technical problems for D2L Administrators across Enterprise, Higher Education, and K-12 segments.
Role type
Senior IC application support engineer
Builds
Support cases, Software Defect reports, Feature Enhancement reports, and Knowledge-based Articles
Domain
EdTech / Learning Management Systems (LMS)
Deliverable
client delivery
Required skills
SQL query writing and debugging, Web services (SOAP/REST), XML, HTML, C#, .NET, JAVA, JavaScript, Active Directory, Office 365, OAuth, LDAP, SAML, Wireshark, Fiddler
Preferred skills
LMS administration experience, Salesforce or ticketing system experience, AI tools acumen
Technologies
Microsoft SQL, Web services, XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, Active Directory, Office 365, OAuth, LDAP, SAML, Wireshark, Fiddler
Responsibilities
Utilize electronic communication to interact with users facing technical issues; Conduct research and implement solutions using technical manuals; Identify and correct improperly configured installations; Replicate, diagnose, and resolve technical problems; Create, update, and resolve support cases within SLAs; Create Support documentation including FAQs and Knowledge-based Articles; Participate in collaborative troubleshooting sessions to identify root causes.
Seniority
Mid-level, hands-on IC