Learning Ecosystem Support Specialist

Investigate, diagnose, and resolve web-layer technical issues within D2L Brightspace, admin portal and eCommerce platform including HTTP errors, rendering glitches, and application timeouts.

Review browser developer tools, console logs, network payloads, and application logs to identify front-end and back-end performance bottlenecks.

Investigate authentication and access issues, including Single Sign-On (SSO) and integration access problems.

Review application logs, integration logs and API transactions to determine if an issue is internal or vendor related.

Collaborate closely with development team and vendors to gather technical details required to resolve complex issues.

Spot check high-level HTML, CSS, and JavaScript issues logged in console or custom widgets that impact accessibility or mobile responsiveness.

Diagnose and resolve issues reported by customer service related to system configurations.

Coordinate with internal Technology Group and D2L support to ensure issues are assigned to the appropriate support group.

Maintain clear and concise case notes documenting the issue, investigation, actions taken and resolution details for each support ticket.

Ensure internal stakeholder are informed of the ticket status, progress, and resolution activities while coordinating with the Customer Service Escalation Specialist to maintain macros/scripts.

Document system configurations, troubleshooting playbooks, and root-cause analyses for the internal knowledge base.

Develop a strong understanding of the Prevention& Safety business and delivery service model.

Ensure all established processes and quality controls have been completed prior to ticket closures.

Interact with Product Owner, D2L Technical Advisor Manager (TAM) and internal Technology Group team to validate product software issues and assist in their resolution.

Take ownership of the support tickets assigned and be responsible for them until resolution and for communication with internal staff.

Maintain a current skill set on third Party D2L applications used by external customers and internal staff.

Train Tier 2 staff on high-level troubleshooting steps to provide sufficient details in support ticket.

College degree in Computer Science, Information Technology or related field or 2 + years of previous technical support experience or equivalent experience.

7 + years of experience administering, configuring or supporting web eCommerce, admin portals or D2L Brightspace platform.

Strong technical understanding of web infrastructure, including HTTP/S protocols, web servers, DNS, and SSL/TLS certificates

Proficiency in using web browser debugging tools (Chrome DevTools) to analyze network traffic and console errors.

Experience with Microsoft D365 (e.g. CRM & F&O) or related is required.

Practical knowledge of web standards and coding in (HTML5, CSS3, JavaScript) and API integrations (REST, JSON, LTI 1.3).

Excellent analytical and problem-solving abilities with demonstrated comprehensive troubleshooting tactics.

Ability to tailor explanations of technical concepts to the end user audience.

Excellent communication and interpersonal skills are a must.

Proficiency in English oral and written, is required.

Familiarity with Vue.js is preferred but not required.

Ability to work from home as the primary workspace.

As we work with and support people (managers, colleagues, beneficiaries/customers, volunteers, donors and external partners) and communities in Canada and around the world, applicants whose first language is not English may be required to perform the responsibilities of the role in English.

Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.

If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).