Product Support Analyst - Winter 2027 Co-op
Core
Resolve complex technical issues for Brightspace product administrators via chat, phone, and email while improving product design through feedback.
Role type
Junior IC product support analyst (co-op)
Builds
D2L's eLearning web-based software suite (Brightspace) for K12, Higher Education, and Enterprise clients
Domain
EdTech / Learning Management Systems
Deliverable
client delivery
Required skills
SQL query writing, XML, HTML/XHTML, JAVA, JavaScript, ASP, .NET, Webservices, REST, IIS, Network topography, authentication protocols (LDAP, SSO, Shibboleth)
Preferred skills
Fiddler, Browser-based Analytics and Reporting tools, eLearning software support, Bilingual (English/French), AI tools familiarity
Technologies
SQL Server, XML, HTML/XHTML, JAVA, JavaScript, ASP, .NET, IIS, LDAP, SSO, Shibboleth, Fiddler
Responsibilities
Resolve specific client issues received via chat, phone, email, or call tracking system; Identify and solve site-related issues; Identify and correct improperly configured installations; Log support calls and escalate problems; Update call tracking system with issue details; Provide feedback on functional/technical specifications to improve product design; Develop support documents, FAQs, and Knowledge-Based Articles
Seniority
Co-op, student level