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 will serve as an escalation point for client Subject Matter Experts and collaborate with cross-functional teams to provide a world-class support experience for D2L Administrators across Enterprise, Higher Education, and K-12 segments.

What You'll Do

• Utilize electronic communication (chat, phone, email) or case tracking to interact with users facing technical issues
• Conduct thorough research and implement solutions by referring to guides, manuals, and relevant documents
• Identify and correct improperly configured installations; replicate, diagnose, and resolve problems
• Create, update, and resolve support cases within defined Service Level Objectives
• Improve product/tool design through defect reports and feature enhancements
• Create internal and client-facing knowledge base articles and FAQs
• Participate in collaborative troubleshooting sessions to identify root causes of complex issues
• Participate in shift rotation including weekdays, evenings, and weekends based on Eastern Time
• Perform other duties as assigned

What We're Looking For

• Ability to learn and adapt quickly to new tools and products; strong analytical and problem-solving skills
• Strong ability to recognize patterns and multitask in fast-paced environments
• Excellent communication skills; able to discuss technical issues with clients of varying technical expertise
• Experience with SQL (write, interpret, debug) on demand
• Web services (SOAP/REST), XML, HTML, ASP/ASPX, C#, .NET, Java, JavaScript, and Microsoft tools and technologies
• Active Directory, Office 365, OAuth, LDAP, SAML solutions
• Understanding of web architectures (web servers, databases, client-server)
• Troubleshooting tools (Wireshark, Fiddler)
• Customer service focus and attention to detail; strong time management, prioritization, and decision-making
• Ability to work both independently and in a team

Desired Experience & Education

• LMS experience – user, administration, and/or support
• Experience with Salesforce or other ticketing systems
• Helpdesk environment experience
• Bachelor’s degree in Computer Science or equivalent technical experience

Nice to Have

• Additional preferred qualifications or assets as listed above

Compensation & Benefits

• Salary: CAD 55,000—65,000 annually
• Benefits: Wellness Subsidy, Equity Grants, Variable Incentive, and more