Product Support Analyst - Winter 2027 Co-op

Our co-op roles are open to applicants who are:

Currently enrolled in a post-secondary program, and will not graduate prior to this co-op role (preference for students enrolled in an official co-op program)

Able to work 40 hours per week

Able to work in-person from a D2L office (office location dependent on role)

We may continue to review applications on a rolling basis, but recommend applying by September 17th at 9:00am ET to ensure you are included in initial application reviews.

The Product Support Analyst requires an individual who has experience in resolving complex technical issues reported by Administrators of Brightspace products and Services. This role requires great troubleshooting skills and the ability to think quickly and creatively, as well as collaborate with your peers, to deliver timely and accurate solutions to complex issues. You possess technical knowledge, problem solving skills, and the ability to work efficiently in a helpdesk environment providing technical support to clients. In this position you will provide support for clients from all verticals (K12, Higher Education and Enterprise) who use D2L’s suite of eLearning web-based software. We are client-experience and data-driven organization and require that ability to support Administrators in time-sensitive, and at times frustrating situations by delivering both technical solutions, and a world class client experience while adhering to our KPIs and processes.

Resolving specific client issues received by chat, phone, email or assignment through call tracking system under tight time constraints

Identifying and solving site related issues

Identifying and correcting improperly configured installations

Timely logging of all support calls in call tracking system and escalation of problems where appropriate

Updating call tracking system with all appropriate details while providing timely customer updates on issues

Improving D2L product/tool design and efficiency by reviewing and providing feedback on functional specifications, technical specifications and submitting Feature Requests, Usability Issues and Bugs to Product Development

Developing support documents, FAQ's and Knowledge-Based Articles

Participating in special projects as required

Customer service, communication, listening and human relations skills are required in order to determine client needs, understand and relay information, build positive rapport, confidence and trust and participate as an effective team member

Attention to detail, organizational and time management skills are essential in order to accurately enter data, maintain records and focus on multiple priorities in a fast paced environment

Excellent verbal, written and communication skills to effectively partner with clients, customers and stakeholders of all levels

Strong analytical, problem solving, decision-making skills

Proven SQL experience writing queries for SQL Server

Familiarity with programing specifically XML, HTML/XHTML, JAVA, JavaScript, ASP and .NET

Working knowledge of Webservices, REST and IIS

Understanding of Network topography (Database, App, File Servers and load-balancing)

Confidence supporting enterprise software applications

Basic knowledge authentication protocols (LDAP, SSO, Shibboleth)

Experience with Fiddler and other Browser-based Analytics and Reporting tools would be an asset

Experience with eLearning software and supporting a Learning Management System would be an asset.

Bilingual (English/French) is an asset

Familiarity and interest in AI tools (e.g. ChatGBT, Copilot, etc.)

At 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 .

Impactful work transforming the way the world learns

Flexible work arrangements

Learning and Growth opportunities

Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)

Home Internet Reimbursements

Employee Recognition

Social Events

Access to Dog Friendly Office Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices

Tuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program

2 Paid Days off for SkillsWave-related activities like exams or final assignments

Retirement planning

2 Paid Volunteer Days

Competitive Benefits Package

Employee Referral Program

Wellness Reimbursement