Work In Tech

*Please note we do not have any current openings for this role, but will be continuing to collect applications and speak with candidates for future opportunities!

General 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.

HOW WILL I MAKE AN IMPACT?

• Utilize electronic communication by chat, phone, email, or assignment through case tracking system to interact with users facing technical issues, effectively identifying and documenting the problems they are encountering.
• Conduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documents.
• Identify and correct improperly configured installations.
• Replicate, diagnose, and resolve technical problems experienced by users, employing troubleshooting techniques to ensure prompt resolution.
• Create, update, and resolve support cases within defined Service Level Objectives
• Improve product/tool design and functionality through creation of Software Defect reports and Feature Enhancement reports
• Create Support documentation, including FAQs and both internal and client-facing Knowledge-based Articles
• Participate in collaborative troubleshooting sessions to identify root causes of complex issues
• Participate in a shift rotation covering weekdays and weekends
• Perform other duties as assigned by Manager

WHAT YOU'LL BRING TO THE ROLE:

Required:

• Strong customer service skills
• Strong verbal and written communication skills (Ideally more than 1 of: English, French, Spanish, Brazilian Portuguese)
• Excellent time management, prioritization, and organizational skills
• Strong analytical, problem solving, decision-making skills
• Experience with:
  • T-SQL (MS SQL Server)
• Familiar with:
  • Web services (SOAP and REST), XML, HTML, ASP, ASPX
  • Web applications and how they work at a high level (web servers, database servers, client-to-server communication)
  • Windows Services
• Able to learn new tools and products quickly
• Strong ability to recognize patterns
• Able to work individually and in collaboration with colleagues

Desired

• LMS experience – user, administration, and/or support
• Working experience in a support role within a multi-tier support organization
• Experience with
  • System Monitoring, including application and database performance monitoring
  • Cloud Solutions including, AWS and VM environments
  • Wireshark, Fiddler, and other browser based diagnostic and reporting tools
  • Active Directory, OAuth, LDAP, and SAML solutions
  • Industry Help Desk solution (example: SalesForce, ServiceNow, or other CRM solution)
  • C#, .NET, JAVA, JavaScript and Microsoft tools and technologies
  • Concepts of enterprise software development such as: scalability, security, and performance (especially in areas of troubleshooting and problem analysis)
• Working knowledge of
  • LTI and IMS Global standards
  • Foundation ITIL V2 or V3 and ITSM
  • Knowledge Centered Service

Education Recommendations:

• Bachelor's degree in Computer Science, Math, Engineering or equivalent technical experience