Bilingual Product Support Analyst (Canadian French)
Core
Application troubleshooting analyst acting as an escalation point for client Subject Matter Experts to diagnose, replicate, and resolve technical issues for D2L Administrators across Enterprise, Higher Education, and K-12 segments.
Role type
Senior IC application troubleshooting analyst
Builds
D2L learning environment and solutions for schools, campuses, and companies
Domain
EdTech / Cloud / Learning Management Systems
Deliverable
client delivery
Required skills
Analytical skills, Creative problem solving, Risk assessment, Attention to detail, Technical communication, SQL query writing, Web services knowledge (SOAP, REST, XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript), Identity management (Active Directory, Office 365, OAuth, LDAP, SAML), Web application architecture, Diagnostic tools (Wireshark, Fiddler)
Preferred skills
Pattern recognition, Multitasking, Trend identification, SQL experience, Helpdesk experience, LMS experience, Salesforce/ticketing system experience, AI tools acumen
Technologies
Microsoft SQL, Web services (SOAP, REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, Active Directory, Office 365, OAuth, LDAP, SAML, Wireshark, Fiddler
Responsibilities
Utilize electronic communication (chat, phone, email, case tracking) to interact with users facing technical issues; Conduct research and implement solutions using user guides and technical manuals; Identify and correct improperly configured installations; Replicate, diagnose, and resolve technical problems; Create, update, and resolve support cases within SLAs; Create Software Defect and Feature Enhancement reports; Create support documentation (FAQs, Knowledge-based Articles); Participate in collaborative troubleshooting sessions to identify root causes.
Seniority
Mid-level IC, hands-on troubleshooting
