Posted 3 days ago
Product Support Analyst
D2LProduct Support Analyst
Perks & benefits
Education AllowanceHealth InsurancePaid Leave
Requirements
Currently enrolled in post-secondary program, SQL Server experience, XML, HTML, JAVA, JavaScript, ASP, or .NET familiarity, Knowledge of Webservices, REST, and IIS, Understanding of Network topography, Basic knowledge of authentication protocols (LDAP, SSO, Shibboleth)
Skills
SQLHTMLJavaScriptXMLREST
About the role
Responsibilities
- Resolve complex technical issues reported by Brightspace product administrators via chat, phone, or email
- Identify and solve site-related issues and correct improperly configured installations
- Log all support calls in the tracking system and escalate problems when appropriate
- Provide feedback on functional and technical specifications to improve product design
- Develop support documentation, including FAQs and Knowledge-Based Articles
- Participate in special projects as required
Requirements
- Currently enrolled in a post-secondary program (Computer Science, IT, Educational Technology, or Information Systems preferred)
- Proven SQL experience writing queries for SQL Server
- Familiarity with programming languages including XML, HTML, JAVA, JavaScript, ASP, or .NET
- Working knowledge of Webservices, REST, and IIS
- Understanding of network topography (Database, App, File Servers, and load-balancing)
- Basic knowledge of authentication protocols such as LDAP, SSO, or Shibboleth
- Strong analytical, problem-solving, and communication skills
Preferred Qualifications
- Experience with Fiddler or other browser-based analytics and reporting tools
- Experience supporting eLearning software or a Learning Management System (LMS)
- Bilingualism (English/French)
- Familiarity and interest in AI tools (e.g., ChatGPT, Copilot)
Benefits
- Impactful work transforming the way the world learns
- Flexible work arrangements
- Learning and growth opportunities
- Tuition reimbursement of up to $4,000 CAD through the SkillsWave Program
- Competitive benefits package and retirement planning
- Wellness and home internet reimbursements
- Paid volunteer days and employee recognition programs
About the Company
D2L is a cloud company dedicated to modernizing education and building the Future of Work. For 25 years, D2L has been on a mission to transform the way the world learns by providing next-generation learning environments and solutions that engage and inspire learners of all ages.
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D2L · Kitchener
