D2L
cloud
ProductSupportAnalyst-Fall2026Co-op
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Product Support Analyst - Fall 2026 Co-op at D2L. Skills: Technical issue resolution, Client support, Problem-solving, SQL, Communication. 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”
What You'll Achieve.
Deliver timely and accurate solutions to complex issues; Adhering to our KPIs and processes
Industry & Context.
Problem solving skills; Analytical skills; Decision-making skills
What They're Looking For.
Must Have
Resolving complex technical issues reported by Administrators of Brightspace products and Services, Troubleshooting skills, Ability to think quickly and creatively, Ability to collaborate with your peers, Deliver timely and accurate solutions to complex issues, Technical knowledge, Problem solving skills, Ability to work efficiently in a helpdesk environment providing technical support to clients, Support for clients from all verticals (K12, Higher Education and Enterprise) who use D2L’s suite of eLearning web-based software, 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, Customer service skills, Communication skills, Listening skills, Human relations skills, Attention to detail, Organizational skills, Time management skills, Excellent verbal, written and communication skills, Analytical skills, Problem-solving skills, Decision-making skills, Proven SQL experience writing queries for SQL Server, 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), Currently enrolled in a program like Computer Science, Information Technology, Educational Technology, and Information Systems, Able to work 40 hours per week, Able to work in-person from a D2L office
Nice to Have
Experience with Fiddler and other Browser-based Analytics and Reporting tools, Experience with eLearning software and supporting a Learning Management System, Bilingual (English/French), Familiarity and interest in AI tools (e.g. ChatGBT, Copilot, etc.), Preference for students enrolled in an official co-op program
What You'll Do.
Resolving specific client issues received by chat
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
How You'll Work.
Team & Collaboration
Collaborate with your peers; Participate as an effective team member; Effectively partner with clients, customers and stakeholders of all levels
Communication Scope
Communication skills; Excellent verbal, written and communication skills
Full 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 a
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