{"id":3476406,"url":"https://alion.io/job/d2l-product-support-analyst","title":"Product Support Analyst","company":{"id":3408,"name":"D2L","domain":"d2l.com","url":"https://alion.io/company/d2l","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":84,"open_postings":7,"ghost_share":0,"stale_share":0.857,"repost_share":0,"time_to_fill_p50_days":16,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kitchener, Canada","Toronto, Canada","Winnipeg, Canada"],"countries":["CA"],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":78000,"period":"year","method":"role_country_seniority_unknown","sample_n":195},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Replicate","optional":false},{"name":"Active Directory","optional":true},{"name":"C#","optional":true},{"name":"JavaScript","optional":true},{"name":"LDAP","optional":true},{"name":"MS SQL","optional":true},{"name":"Rest API","optional":true},{"name":"SOAP","optional":true},{"name":"SQL","optional":true},{"name":"Wireshark","optional":true}],"status":"live","first_seen_at":"2026-03-09T18:01:53Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-03T05:03:27Z","board_verified":true,"closed_at":null,"days_open":238,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":238},"description":"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. \nNew 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.\nD2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.\nD2L 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.\nEvery application we receive is personally reviewed by a member of our Talent Acquisition team - yes, a real person looks at your resume! 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.\nABOUT THIS ROLE:\nWe 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.\nActing as an escalation point for client Subject Matter Experts, Product Support Analysts act as the primary point of contact for client technical teams. Through a combination of technical investigation and troubleshooting, as well as collaborating with teams across D2L, PSAs offer a world class support experience for D2LAdministratorswith varying degrees of technical expertiseacross the Enterprise, Higher Education, and K-12 segments.\nSuccessful candidates must have strong analytical skills and be creative problem solvers. They will be able to make accuraterisk assessments and demonstrateabove-average attention to details and competencies. They are excellent communicators and are comfortable discussing technical issues with clients whose technical expertisemay vary. \nHOW YOU'LL MAKE AN IMPACT:\nUtilize 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\nConduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documents\nIdentify and correct improperly configured installations\nReplicate, diagnose, and resolve technical problems experienced by users, employing troubleshooting techniques to ensure prompt resolution\nCreate, update, and resolve support cases within defined Service Level Objectives \nImprove product/tool design and functionality through creation of Software Defect reports and Feature Enhancement reports \nCreate Support documentation, including FAQs and both internal and client-facing Knowledge-based Articles \nParticipate in collaborative troubleshooting sessions to identify root causes of complex issues \nParticipate in a shift rotation including weekdays, evenings, and weekendsbased on Eastern Time \nPerform other duties as assigned by Manager \nWHAT YOU'LL BRING TO THE ROLE:\nDesired Competencies:\nAbility to learn and adapt to new tools and products quickly \nStrong ability to recognize patterns \nAbility to work individually and in collaboration with colleagues \nAbility to work well in a fast-paced environment \nDemonstrable ability to multitask both independently and within a team \nAbility to identifying trends and make suggestions for technical modifications to resolve existing and future problems\nExcellent research capabilities\nDesired Skills: \nStrong ability to write, interpret, and debug SQL queries on demand \nWorking knowledge of Web services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, and Microsoft tools and technologies \nActive Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions. \nWeb applications and how they work at a high level (web servers, database servers, client-to-server communication) \nWireshark, Fiddler, and other browser based diagnostic and reporting tools \n\nCommunicate technical and complex information in verbal and written form \nStrong customer service skills\nKeen attention to detail and organization skills \nExcellent time management and prioritization skills \nStrong analytical and decision-making skills \nExcellent problem-solving and navigational skills\nDesired Experience:\nExperience working with Microsoft SQL \nSome experience providing customer service \nRelevant work experience in a similar roleExperience working in a Helpdesk environment is considered an asset \n\nLMS experience - user, administration, and/or support is considered an asset \nExperience with Salesforce or any other ticketing system is an asset \nAcumen with Artificial Intelligence Tools\nEducation Recommendations:\nBachelor's degree in Computer Science or equivalent technical experience \nThis position is to fill an existing vacancy\nThe expected base salary range for a new hire in this role is listed below. 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.\nBase Salary Range\n$55,000—$65,000 CAD\nDon’t meet every single requirement? We strongly encourage you to still apply! At D2L, we are committed to creating a diverse and inclusive environment. 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!\nWhy we're awesome:\n\nAt D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following through #LifeAtD2L:\nImpactful work transforming the way the world learns\nFlexible work arrangements\nLearning and Growth opportunities\nTuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program\n2 Paid Days off for SkillsWave-related activities like exams or final assignments\nEmployee wellbeing (Access to mental health services, EFAP program, financial planning and more)\nRetirement planning\n2 Paid Volunteer Days\nCompetitive Benefits Package\nHome Internet Reimbursements\nEmployee Referral Program\nWellness Reimbursement\nEmployee Recognition\nSocial Events\nDog Friendly Offices Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.","description_format":"text","description_chars":7095,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible schedule","Growth opportunities","Internet reimbursement","Pet friendly","Retirement plans"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["EdTech Platforms"],"lifecycle":[{"event":"open","at":"2026-10-29T18:56:13Z"}],"visa":[],"liveness":{"score":6,"band":"cold","label":"Long shot","p_open":1,"p_active":0.214,"p_room":0.28,"age_days":237,"expected_fill_days":16,"reasons":["conf:3","velocity","win:tail","crowd:"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/d2l-product-support-analyst","json_url":"https://alion.io/job/d2l-product-support-analyst.json","meta":{"generated_at":"2026-11-03T05:16:53Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7279,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3408},"rest":"https://alion.io/mcp/rest/get_company?id=3408"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fd2l-product-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fd2l-product-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fd2l-product-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/d2l-product-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fd2l-product-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3476406}},{"tool":"search_jobs","arguments":{"company":"d2l.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3476406},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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