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 deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.
And most importantly, by giving customers a platform that is easy, flexible, and smart. 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.
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.
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 solid 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.
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 a shift rotation including weekdays, evenings, and weekends based on Eastern Time
Ability to i dentifying trends and make suggestions for technical modifications to resolve existing and future problems
Strong ability to write, interpret, and debug SQL queries on demand
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)
Communicate technical and complex information in verbal and written form
Strong customer service skills
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
Bachelor's degree in Computer Science or equivalent technical experience

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.

55,000—$65,000 CAD

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!
Flexible work arrangements

- Learning and Growth opportunities
- Tuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program
- Retirement planning
- Social Events
- Dog Friendly Offices Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.

📌 Product Support Analyst (Evening Shift) (Canada)
🏢 D2L
📍 Canada