Product Support Analyst – Co-op
Job in
Kitchener, Ontario, Canada
Listing for:
D2L
Apprenticeship/Internship
position
Listed on 2026-01-15
Job specializations:
-
IT/Tech
Technical Support, HelpDesk/Support, IT Support
Salary/Wage Range or Industry Benchmark: 710 CAD Weekly
CAD
710.00
WEEK
Job Description & How to Apply Below
Position: Product Support Analyst – Spring 2026 Co-op
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 constraintsIdentifying and solving site related issuesIdentifying and correcting improperly configured installationsTimely logging of all support calls in call tracking system and escalation of problems where appropriateUpdating call tracking system with all appropriate details while providing timely customer updates on issuesImproving 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 DevelopmentDeveloping support documents, FAQ's and Knowledge-Based ArticlesParticipating in special projects as requiredWHAT 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 memberAttention 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 environmentExcellent verbal, written and communication skills to effectively partner with clients, customers and stakeholders of all levelsStrong analytical, problem solving, decision-making skillsProven SQL experience writing queries for SQL ServerFamiliarity with programing specifically XML, HTML/XHTML, JAVA, JavaScript, ASP and .NETWorking knowledge of Webservices, REST and IISUnderstanding of Network topography (Database, App, File Servers and load-balancing)Confidence supporting enterprise software applicationsBasic knowledge authentication protocols (LDAP, SSO, Shibboleth)Experience with Fiddler and other Browser-based Analytics and Reporting tools would be an assetExperience with eLearning software and supporting a Learning Management System would be an asset.Bilingual (English/French) is an assetFamiliarity 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 $710—$915 CAD
Don’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!
Why we're awesome:
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…
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