Product Support Analyst Jobs

Who we are:

D2L is a cloud company that is modernizing education and building the Future of Work.

New 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. D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners.

D2L has had a singular mission for 20 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.

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About the Product Support Analyst role:

Please note this role requires bilingualism in English along with either Spanish or French.

Product Support Analysts (PSA) are the primary point of contact for our client technical teams and offer world-class support to D2L Brightspace Administrators globally. As a PSA, your work has a wide reach and huge impact on education all around the globe.

D2L’s Administrator Support Team provides a supportive environment to help you hone your craft as a support analyst so you can do the best work of your life and continue to grow in your career.

What is a typical day in the life of a PSA at D2L?

You can expect to be on live channels supporting our customers through phone and chat. Work is also received via email and all interactions are logged in a Support Case through our ticketing system, SalesForce. Team members attend team meetings, training/personal development sessions, technical huddles to work on complex cases, one-on-one meetings with your manager and more. Time to socialize is also scheduled during low-volume seasons via Zoom such as virtual happy hours to play games or in-person team activities.

What skills are essential for being a successful PSA?

PSAs at D2L are skilled communicators and multitaskers. You need to be organized, have strong attention to detail and curiosity to investigate an issue and find the root cause. Once you find the issue, you need to be passionate about solving it! SQL is widely used by our Support team so experience working with SQL queries and databases is important. PSAs work directly with the Brightspace administrators at our clients, so you also need to have great customer service skills as well as the patience and willingness to talk to clients with all levels of technical abilities.

“If I had to pick the top 3 things needed for this role, it would be SQL, multitasking (including prioritizing and organization) and help desk experience working with a ticketing system.” - Judith Leon, Manager, Admin Support

How can my career grow in Support at D2L?

A role in support is the beginning of a flourishing career journey. Working as a PSA helps you develop a strong understanding of the D2L product and our clients. As your technical expertise grows, so does your career. The typical career progression after PSA would be Product Support Specialist followed by Technical Support Analyst. These roles are exclusively hired from within, so a career in support means there is so much room for growth in the team – and you will be supported and encouraged to do so. D2L employees are also able to express interest in any open role within the company, so some D2Lers have also moved to roles outside of the Support team.

If this piques your interest, check out the full job profile on our website and apply today!