Product Support Analyst - Winter 2027 Co-op

Socket.dev; Kitchener; On-site; CAD 35,000 - 44,000; Full time

Benefits offered by this job

Tuition reimbursement

Flexible work arrangements

Paid days off

Wellness programs

Dog friendly offices

Job summary

D2L is seeking a Product Support Analyst co-op to assist administrators of Brightspace products. You will troubleshoot complex issues, work in a fast-paced helpdesk, and collaborate with teams to deliver timely solutions while maintaining KPI-driven service levels.

The role supports clients across K12, Higher Education, and Enterprise, with opportunities to contribute to knowledge resources and product improvements. Weekly salary range is CAD 760–960.

Qualifications

• Experience supporting complex software in a helpdesk context.
• Strong SQL experience with SQL Server.
• Enrolled in a relevant post-secondary program and available 40 hours/week.

Responsibilities

• Resolve client issues via chat, phone, or email within tight timeframes.
• Identify and fix site-related issues and misconfigurations.
• Log calls promptly and update stakeholders with progress.
• Contribute to knowledge base and product feedback.

Skills

Customer service

SQL

Problem solving

Verbal/written communication

English/French bilingual

Education

Currently enrolled in CS/IT/Educational Tech/Inf Sys

Tools

Fiddler

XML/HTML/JavaScript

REST

Job 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.

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. 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.

D2L 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.

Every 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.

Are you eligible for co-op at D2L?

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)

JOB SUMMARY:

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.

HOW WILL I MAKE AN IMPACT?

• 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

WHAT YOU'LL BRING TO THE ROLE:

• 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.)

EDUCATION REQUIREMENTS:

• Currently enrolled in a program like Computer Science, Information Technology, Educational Technology, and Information Systems.

This position is to fill an existing vacancy

The expected weekly salary range for a student hire in this role is listed below. The 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 school specific salary surveys.

Weekly Salary Range

$760 — $960 CAD

At D2L, we are committed to creating a diverse and inclusive environment.

Why we're awesome:

• Impactful work transforming the way the world learns
• Flexible work arrangements
• Learning and Growth opportunities
• 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
• Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
• Retirement planning
• 2 Paid Volunteer Days
• Competitive Benefits Package
• Home Internet Reimbursements
• Employee Referral Program
• Wellness Reimbursement
• Employee Recognition
• Social Events
• Dog Friendly Offices Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.