Opportunity at
D2LProduct Support Analyst
D2L operates as a cloud company focused on reshaping education and modernizing teaching methodologies. The enterprise offers next-generation learning environments designed to foster student-centric experiences across…
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About This Role
D2L operates as a cloud company focused on reshaping education and modernizing teaching methodologies. The enterprise offers next-generation learning environments designed to foster student-centric experiences across higher education, K-12, and corporate sectors. D2L seeks a Product Support Analyst to manage problem reports, identify technical root causes, and supply effective workarounds or solutions. This professional functions as a primary technical contact for client teams and an escalation point for subject matter…
Job Description
D2L operates as a cloud company focused on reshaping education and modernizing teaching methodologies. The enterprise offers next-generation learning environments designed to foster student-centric experiences across higher education, K-12, and corporate sectors. D2L seeks a Product Support Analyst to manage problem reports, identify technical root causes, and supply effective workarounds or solutions.
This professional functions as a primary technical contact for client teams and an escalation point for subject matter experts. The position involves investigating technical difficulties, communicating through digital channels, and collaborating internally to resolve complex cases. Candidates participate in a shift rotation that encompasses weekdays, evenings, and weekends based on Eastern Time. The base salary spans from CAD 55,000 to 65,000 per year, accompanied by potential extra benefits such as variable incentives, equity grants, and wellness subsidies.
Responsibilities
- Communicate with users facing technical challenges via chat, phone, email, or a case tracking system
- Research and apply fixes utilizing user guides and technical manuals
- Fix incorrect configurations in installations
- Replicate, diagnose, and resolve technical issues reported by users
- Manage support cases within established Service Level Objectives
- Generate software defect reports and feature enhancement requests
- Author internal and client-facing knowledge base articles and FAQs
- Engage in joint troubleshooting sessions to discover root causes
- Work a rotating shift schedule that includes evenings, weekends, and weekdays in Eastern Time
Requirements
- Ability to learn new tools and products rapidly
- Skill in recognizing patterns and identifying trends
- Aptitude for multitasking independently and within a team
- Capability to write, interpret, and debug SQL queries
- Familiarity with web services, XML, HTML, ASP, ASPX, C#, .NET, Java, JavaScript, and Microsoft technologies
- Knowledge of Active Directory, Office 365, OAuth, LDAP, and SAML
- Understanding of high-level web applications, web servers, and database servers
- Experience with diagnostic browser tools like Wireshark and Fiddler
- Strong verbal and written communication skills
- Proficiency in customer service, time management, and analysis
Qualifications
- Prior work history involving Microsoft SQL
- Customer service experience or helpdesk background
- Familiarity with learning management systems regarding user administration or support
- Experience using Salesforce or other ticketing systems
- Acumen with artificial intelligence tools
- Bachelor degree in Computer Science or equivalent technical experience
Core Skills
Benefits
- Wellness subsidy
- Equity grants
- Variable incentive
- Tuition reimbursement of up to $4,000 CAD through the SkillsWave Program
- Two paid days off for SkillsWave-related activities
- Access to mental health services and an EFAP program
- Retirement planning support
- Two paid volunteer days
- Home internet reimbursements
- Employee referral program
- Employee recognition programs and social events
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the salary for the Product Support Analyst role?
The expected base salary range is between CAD 55,000 and 65,000 per year, determined by the candidate's knowledge, skills, training, and experience.
What are the working hours for this position?
This role requires participation in a shift rotation that includes weekdays, evenings, and weekends based on Eastern Time.
What education is recommended for applicants?
A bachelor's degree in Computer Science or equivalent technical experience is recommended.
How are applications reviewed at D2L?
Every application is personally reviewed by a member of the Talent Acquisition team, and AI tools are never used to rank resumes or make hiring decisions.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.
