About this role
Job title: Application Troubleshooting Analyst
About the Role We’re seeking an Application Troubleshooting Analyst to analyze problem reports, identify root causes, and determine effective solutions or workarounds. You’ll serve as an escalation point for client Subject Matter Experts and the primary technical contact for D2L Administrators across Enterprise, Higher Education, and K-12 segments. You’ll combine technical investigation with cross-team collaboration to deliver a world-class support experience.
What You'll Do
- Interact with users via chat, phone, or case tracking to identify problems and document issues
- Conduct thorough research referencing user guides, technical manuals, and relevant documents
- Identify and correct improperly configured installations
- Replicate, diagnose, and resolve technical problems using proven troubleshooting techniques
- Create, update, and resolve support cases within defined Service Level Objectives
- Improve product/tool design by creating Software Defect reports and Feature Enhancement reports
- Create support documentation, including FAQs and internal/client-facing Knowledge-based Articles
- Participate in collaborative troubleshooting sessions to identify root causes of complex issues
- Participate in a shift rotation including weekdays, evenings, and weekends based on Eastern Time
- Perform other duties as assigned by Manager
What We're Looking For
- Fluency in English and Canadian French is required
- Ability to learn and adapt to new tools and products quickly
- Strong analytical skills and pattern recognition
- Ability to work independently and collaboratively in a fast-paced environment
- Excellent research capabilities and attention to detail
- Strong time management and prioritization skills
- Excellent customer service orientation and communication skills
Desired Skills & Experience
- Strong ability to write, interpret, and debug SQL queries on demand
- Working knowledge of Web services, XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript
- Experience with Microsoft tools and technologies, Active Directory, Office 365, OAuth, LDAP, SAML
- Understanding of web applications and how they work
- Experience with Wireshark, Fiddler, and other diagnostic tools
- Experience communicating technical information verbally and in writing
- Experience with Helpdesk environments and customer service
Nice to Have
- LMS experience – user, administration, and/or support
- Experience with Salesforce or other ticketing systems
- Experience in a Helpdesk environment
Compensation & Benefits
- Base Salary Range: CAD 55,000—65,000
- Benefits may include Wellness Subsidy, Equity Grants, Variable Incentive, and more