[Hiring] Product Support Analyst @D2L

Role Description

We are looking for an application troubleshooting analyst – an individual who can perform analysis of a given problem report and determine where the problem is, its cause, solution or recommend effective workaround where applicable.

• Acting as an escalation point for client Subject Matter Experts, Product Support Analysts.
• Act as the primary point of contact for client technical teams.
• Through a combination of technical investigation and troubleshooting, as well as collaborating with teams across D2L, PSAs offer a world class support experience for D2L Administrators with varying degrees of technical expertise across the Enterprise, Higher Education, and K-12 segments.
• Successful candidates must have strong analytical skills and be creative problem solvers.
• They will be able to make accurate risk assessments and demonstrate above-average attention to details and competencies.
• They are excellent communicators and are comfortable discussing technical issues with clients whose technical expertise may vary.

Qualifications

• Ability to learn and adapt to new tools and products quickly.
• Strong ability to recognize patterns.
• Ability to work individually and in collaboration with colleagues.
• Ability to work well in a fast-paced environment.
• Demonstrable ability to multitask both independently and within a team.
• Ability to identify trends and make suggestions for technical modifications to resolve existing and future problems.
• Excellent research capabilities.

Requirements

• Strong ability to write, interpret, and debug SQL queries on demand.
• Working knowledge of Web services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, and Microsoft tools and technologies.
• Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions.
• Web applications and how they work at a high level (web servers, database servers, client-to-server communication).
• Wireshark, Fiddler, and other browser-based diagnostic and reporting tools.
• Communicate technical and complex information in verbal and written form.
• Strong customer service skills.
• Keen attention to detail and organization skills.
• Excellent time management and prioritization skills.
• Strong analytical and decision-making skills.
• Excellent problem-solving and navigational skills.

Desired Experience

• Experience working with Microsoft SQL.
• Some experience providing customer service.
• Relevant work experience in a similar role.
• Experience working in a Helpdesk environment is considered an asset.
• LMS experience – user, administration, and/or support is considered an asset.
• Experience with Salesforce or any other ticketing system is an asset.
• Acumen with Artificial Intelligence Tools.

Education Recommendations

• Bachelor's degree in Computer Science or equivalent technical experience.

Benefits

• Impactful work transforming the way the world learns.
• Flexible work arrangements.
• Learning and Growth opportunities.
• Tuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program.
• 2 Paid Days off for SkillsWave-related activities like exams or final assignments.
• Employee wellbeing (Access to mental health services, EFAP program, financial planning and more).
• Retirement planning.
• 2 Paid Volunteer Days.
• Competitive Benefits Package.
• Home Internet Reimbursements.
• Employee Referral Program.
• Wellness Reimbursement.
• Employee Recognition.
• Social Events.
• Dog Friendly Offices Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.