• Atuar no suporte técnico para clientes utilizando a plataforma de folha de pagamento digital • Identificar e solucionar problemas técnicos relacionados à folha de pagamento digital • Interagir com os clientes para entender suas necessidades e oferecer suporte personalizado • Documentar e reportar incidentes técnicos para a equipe de desenvolvimento

• Be the technical anchor for your customers • Participate in architecture reviews, planning sessions, and Business Reviews alongside Customer Success Managers • Help customers translate their network management goals into NetBox workflows and adoption paths • Serve as the bridge between what customers need and what the product can do • Meet SLAs for response and resolution while keeping customers informed throughout • Escalate proactively when revenue, stability, or customer trust are at risk

• Collaborate closely with public sector customers, including U.S. government agencies, the Department of War, and Intelligence Community organizations, to diagnose, troubleshoot, and resolve complex issues in GitLab deployments operating under strict security, compliance, and operational constraints. • Perform deep, hands-on technical investigations using Linux command-line tooling and GitLab internals to analyze logs, system performance, and application behavior, often with limited telemetry or incomplete datasets. You will trace issues across infrastructure, application, and code paths to identify root causes, recommend mitigations, and drive durable fixes; frequently partnering with GitLab Product, Development, and Infrastructure teams to ensure outcomes that meet both mission and platform reliability requirements. • Create and update clear, reusable documentation and support content based on real customer interactions to improve self-service and reduce repeated issues. • Participate in regular pairing sessions with other Support Engineers and act as a stable counterpart to cross-functional teams to share knowledge and improve support processes. • Contribute to building and refining internal support tools and workflows, including automation and troubleshooting utilities, to make diagnosing and resolving issues more efficient. • Participate in weekday and weekend on-call rotations, providing timely emergency support for self-managed customers operating in restricted and compliance-focused environments. • Support the growth of the team by reviewing applications and assessments, and participating in interviews and hiring decision discussions.

Role Description We are looking for an application troubleshooting analyst – an individual who can perform analysis of a given problem report and determine where the problem is, its cause, solution or recommend effective workaround where applicable. - Acting as an escalation point for client Subject Matter Experts and Product Support Analysts. - Primary point of contact for client technical teams. - Provide world-class support experience for D2L Administrators with varying degrees of technical expertise across Enterprise, Higher Education, and K-12 segments. - Utilize electronic communication by chat, phone, email, or assignment through case tracking system to interact with users facing technical issues. - Conduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documents. - Identify and correct improperly configured installations. - Replicate, diagnose, and resolve technical problems experienced by users. - Create, update, and resolve support cases within defined Service Level Objectives. - Improve product/tool design and functionality through creation of Software Defect reports and Feature Enhancement reports. - Create Support documentation, including FAQs and both internal and client-facing Knowledge-based Articles. - Participate in collaborative troubleshooting sessions to identify root causes of complex issues. - Participate in a shift rotation including weekdays, evenings, and weekends based on Eastern Time. - Perform other duties as assigned by Manager. Qualifications - Strong analytical skills and creative problem-solving abilities. - Ability to make accurate risk assessments. - Above-average attention to detail and competencies. - Excellent communication skills, comfortable discussing technical issues with clients. Requirements - Ability to learn and adapt to new tools and products quickly. - Strong ability to recognize patterns. - Able to work individually and in collaboration with colleagues. - Able to work well in a fast-paced environment. - Excellent time management, prioritization, and organizational skills. - Strong analytical, problem-solving, and decision-making skills. - Excellent problem-solving and navigational skills. - Demonstrable ability to multitask both independently and within a team. - Identifying trends and making suggestions for technical modifications to resolve existing and future problems. - Excellent research capabilities. Desired Skills - Strong ability to write, interpret, and debug SQL queries on demand. - Working knowledge of Web services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, and Microsoft tools and technologies. - Familiarity with Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions. - Understanding of web applications and how they work at a high level. - Experience with Wireshark, Fiddler, and other browser-based diagnostic and reporting tools. - Strong customer service skills. - Keen attention to detail and organization skills. - Excellent time management and prioritization skills. - Strong analytical and decision-making skills. Desired Experience - Experience working with Microsoft SQL. - Some experience providing customer service. - Relevant work experience in a similar role. - Experience working in a Helpdesk environment is considered an asset. - LMS experience – user, administration, and/or support is considered an asset. - Experience with Salesforce or any other ticketing system is an asset. Education Recommendations - Bachelor's degree in Computer Science or equivalent technical experience. Benefits - 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 Office Spaces at our HQ in Kitchener, Winnipeg, Vancouver, and Melbourne offices.