D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.New models of teaching and learning enable a personalized, student-centric experience – and deliverimproved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart.No other company provides a solution as robust and innovative as D2L.D2L has had a singular mission for 25 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.Every application we receive is personally reviewed by a member of our Talent Acquisition team - yes, a real person looks at your resume! While we use AI tools internally to streamline tasks like meeting notes, summaries, and administrative work, these tools never rank resumes, make hiring decisions, or influence candidate evaluations.ABOUT THIS ROLE: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. T hrough 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 d emonstrate 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 YOU'LL 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 encounteringConduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documentsIdentify and correct improperly configured installationsReplicate, diagnose,



and resolve technical problems experienced by users, employing troubleshooting techniques to ensure prompt resolutionCreate, update, and resolve support cases within defined Service Level ObjectivesImprove product/tool design and functionality through creation of Software Defect reports and Feature Enhancement reportsCreate Support documentation, including FAQs and both internal and client-facing Knowledge-based ArticlesParticipate in collaborative troubleshooting sessions to identify root causes of complex issuesParticipate in a shift rotation including weekdays, evenings, and weekends based on Eastern TimePerform other duties as assigned by ManagerWHAT YOU'LL BRING TO THE ROLE:Fluency in English and Canadian French is requiredDesired Competencies:Ability to learn and adapt to new tools and products quicklyStrong ability to recognize patternsAbility to work individually and in collaboration with colleaguesAbility to work well in a fast-paced environmentDemonstrable ability to multitask both independently and within a teamAbility to i dentifying trends and make suggestions for technical modifications to resolve existing and future problemsExcellent research capabilitiesDesired Skills:Strong ability to write, interpret, and debug SQL queries on demandWorking knowledge ofWeb services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, and Microsoft tools and technologiesActive 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 toolsCommunicate technical and complex information in verbal and written formKeen attention to detail and organization skillsExcellent time management and prioritization skillsStrong analytical and decision-making skillsExcellent problem-solving and navigational skillsDesired Experience:Experience working with Microsoft SQLSome experience providing customer serviceRelevant work experience in a similar roleExperience working in a Helpdesk environment is considered an assetLMS experience – user, administration,



and/or support is considered an assetExperience with Salesforce or any other ticketing system is an assetAcumen with Artificial Intelligence ToolsEducation Recommendations:Bachelor's degree in Computer Science or equivalent technical experienceThis position is to fill an existing vacancyThe expected base salary range for a new hire in this role is listed below.The annualized base salary offered is determined by each candidate’s relevant knowledge, skills, education, training and experience. It is aligned to ensure both internal and external competitiveness using market data for the geographic location and industry. As part of the total compensation at D2L the role may be eligible for additional benefits including a Wellness Subsidy, Equity Grants, Variable Incentive, and more.Base Salary Range$55,000 — $65,000 CADDon’t meet every single requirement? We strongly encourage you to still apply! At D2L, we are committed to creating a diverse and inclusive environment. We encourage your application even if you don't believe you meet every single qualification outlined, because we love to help our people grow and develop!Why we're awesome:At D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following through#LifeAtD2L :Impactful work transforming the way the world learnsLearning and Growth opportunitiesTuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program2 Paid Days off for SkillsWave-related activities like exams or final assignmentsEmployee wellbeing (Access to mental health services, EFAP program, financial planning and more)Competitive Benefits PackageHome Internet ReimbursementsEmployee Referral ProgramWellness ReimbursementEmployee RecognitionSocial EventsDog Friendly Offices Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.D2L is committed to a fair and inclusive work environment. We are an equal chance employer that hires and attracts talent regardless of age, race, creed, color, religion, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, status as a protected veteran or any other legally protected grounds and will not discriminate on these bases. We draw on diversity of thought and experience to reflect the rich array of cultures representing our broad customer base and we seek talent with diversity of life experiences and perspectives from around the world. If you have special accessibility requirements that need to be considered during the recruitment process, please let us know by emailing us [email protected] and a member of our HR team will get back to you. Information received relating to accommodation needs of applicants will be addressed confidentially.D2L maintains a drug-free workplace.ScheduleFull-time#J-18808-Ljbffr

📌 Analyst, Product Support - C$55,000 - C$65,000 A Year (Winnipeg)
🏢 Bombardier
📍 Winnipeg