Product Support Analyst
Core
Application troubleshooting analyst acting as an escalation point for client Subject Matter Experts, diagnosing and resolving technical issues for D2L Administrators across Enterprise, Higher Education, and K-12 segments.
Role type
Senior IC application support engineer
Builds
D2L learning environment and solutions for schools, campuses, and companies
Domain
EdTech / Learning Management Systems (LMS)
Deliverable
client delivery
Required skills
SQL query writing and debugging, Web services (SOAP/REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, Microsoft tools, Active Directory, Office 365, OAuth, LDAP, SAML, Wireshark, Fiddler, technical documentation creation, root cause analysis
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, identify and correct improperly configured installations, replicate and resolve technical problems, create and resolve support cases within SLAs, create support documentation (FAQs, Knowledge-based Articles), participate in collaborative troubleshooting sessions
Seniority
Mid-level, hands-on IC