Bilingual Product Support Analyst (Canadian French)
Core
Application troubleshooting analyst acting as an escalation point for client Subject Matter Experts to diagnose, replicate, and resolve technical issues for D2L Administrators in Enterprise, Higher Education, and K-12 segments.
Role type
Senior IC application support engineer (bilingual)
Builds
D2L learning environment and solutions for schools, campuses, and companies
Domain
EdTech / Cloud Learning Platforms
Deliverable
client delivery
Required skills
English and Canadian French fluency, SQL query writing and debugging, web services (SOAP/REST/XML), web application architecture, diagnostic tools (Wireshark/Fiddler), Active Directory, Office 365, OAuth, LDAP, SAML
Preferred skills
LMS administration, Salesforce/ticketing systems, AI tools
Technologies
Microsoft SQL, C#, .NET, JAVA, JavaScript, ASP, ASPX, Wireshark, Fiddler, Active Directory, Office 365, OAuth, LDAP, SAML
Responsibilities
Utilize electronic communication (chat, phone, email) to interact with users facing technical issues; Conduct research and implement solutions using technical manuals; Identify and correct improperly configured installations; Replicate, diagnose, and resolve technical problems; Create, update, and resolve support cases within SLAs; Create Support documentation including FAQs and Knowledge-based Articles; Participate in collaborative troubleshooting sessions to identify root causes.
Seniority
Mid-level, hands-on IC
