Headquartered in Ontario, Canada, D2L Australia Pty Ltd ("D2L Australia") is an Australian subsidiary of D2L Inc. The business provides a suite of proprietary eLearning software systems/solutions to clients and learners in higher education, schools, healthcare, government and the enterprise sector. D2L Australia is seeking a full time Software Engineer (Product Support Specialist) to provide advanced technical support for our eLearning software by investigating, diagnosing and resolving complex application issues experienced by customers. Acting as the primary technical escalation point for client technical teams, this role will be based in Melbourne (VIC 3000).
Base salary: $79,500 (plus super)
Main Responsibilities:
· Analyse, diagnose and resolve complex application and technical issues reported by users through systematic investigation and troubleshooting.
· Serve as the primary technical escalation point for clients and internal teams, managing high-priority incidents and providing timely resolutions.
· Communicate with users via phone, email, chat and case management systems to identify, document and manage technical support requests within defined service levels.
· Research technical issues using product documentation, technical manuals and knowledge resources to determine root causes and implement effective solutions or workarounds.
· Identify and rectify configuration issues and perform advanced troubleshooting of authentication protocols, APIs, SIS integrations, LTIs and other application integrations.
· Develop and execute SQL queries and analyse IIS logs and diagnostic data to investigate application behaviour and accurately report technical findings.
· Collaborate with cross-functional teams to investigate complex issues, identify root causes and recommend appropriate technical solutions.
· Contribute to product improvement by preparing software defect reports, feature enhancement requests and identifying trends that support future technical modifications.
· Create and maintain technical documentation, including knowledge base articles, FAQs and support documentation for both internal teams and customers.
· Monitor and manage support cases by maintaining accurate case records, meeting service level objectives and participating in shift-based operational support.
Required Qualification and Experience:
· At least a bachelor’s degree in computer science or other relevant fields in information technology or software engineering
· 3 years of work experience in a similar role
· Customer service experience highly regarded
Ideal Skills and Attributes:
· Ability to analyse, diagnose and resolve complex software issues through systematic investigation and root cause analysis.
· Proficiency in web applications, APIs, SOAP/REST services, XML, HTML, Java, C#, .NET, JavaScript, LTI and related technologies.
· Ability to write and interpret complex SQL queries, analyse IIS logs, and use diagnostic tools (e.g., Wireshark and Fiddler) to investigate application behaviour.
· Experience with Active Directory, Office 365, OAuth, LDAP, SAML and related authentication solutions.
· Ability to communicate complex technical information clearly, collaborate with internal teams and clients, manage escalations, and provide technical guidance and support.
Job Type: Full-time
Pay: $79,500.00 per year
Work Location: In person
