Product Support Analyst

🕒 March 9

🇨🇦 Canada – Remote

💵 $55k - $65k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 45%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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D2L

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1999

📚 Education

☁️ SaaS

💰 $85M Series B on 2014-08

Education • SaaS

D2L is a company committed to transforming the future of education and work through high-quality learning solutions. Their platform, D2L Brightspace, offers personalized, scalable learning opportunities tailored for various sectors, including K-12 education, higher education, business, training organizations, and government. D2L provides a comprehensive learning management system that incorporates AI-driven tools to enhance teaching and learning experiences. The company emphasizes accessibility and inclusivity, ensuring that their solutions meet diverse learner needs, and supports their users with dedicated customer and learning services.

📋 Description

• Analyze problem reports to determine the problem, cause, solution, or an effective workaround • Act as an escalation point and primary contact for client technical teams • Troubleshoot technical issues and collaborate with teams across D2L • Interact with users via chat, phone, email, or case-tracking assignments and document technical problems • Research and implement solutions using user guides, technical manuals, and relevant documentation • Identify and correct improperly configured installations • Replicate, diagnose, and resolve user technical problems • Create, update, and resolve support cases within defined Service Level Objectives • Create Software Defect and Feature Enhancement reports • Create support documentation, FAQs, and internal/client-facing knowledge-base articles • Participate in collaborative troubleshooting sessions to identify root causes • Participate in shift rotations including weekdays, evenings, and weekends based on Eastern Time • Perform other duties assigned by the Manager

🎯 Requirements

• Strong analytical skills and creative problem-solving ability • Accurate risk assessment and above-average attention to detail • Strong communication and customer service skills • Ability to learn and adapt to new tools and products quickly • Ability to recognize patterns, multitask, prioritize, and work independently and collaboratively • Excellent research capabilities • 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 • Working knowledge of Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions • Knowledge of web applications, web servers, database servers, and client-to-server communication • Experience with Wireshark, Fiddler, and browser-based diagnostic and reporting tools • Experience working with Microsoft SQL • Some experience providing customer service • Relevant work experience in a similar role • Bachelor's degree in Computer Science or equivalent technical experience

🏖️ Benefits

• 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. • Wellness Subsidy • Equity Grants • Variable Incentive

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