Job Description

Software Engineer (Product Support Specialist) - D2L Australia Pty Ltd

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Job Type: Permanent position | Full time position

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Job Description

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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.

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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)

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Main Responsibilities:

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- Analyse, diagnose and resolve complex application and technical issues reported by users through systematic investigation and troubleshooting.
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- Serve as the primary technical escalation point for clients and internal teams, managing high-priority incidents and providing timely resolutions.
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- Communicate with users via phone, email, chat and case management systems to identify, document and manage technical support requests within defined service levels.
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- Research technical issues using product documentation, technical manuals and knowledge resources to determine root causes and implement effective solutions or workarounds.
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- Identify and rectify configuration issues and perform advanced troubleshooting of authentication protocols, APIs, SIS integrations, LTIs and other application integrations.
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- Develop and execute SQL queries and analyse IIS logs and diagnostic data to investigate application behaviour and accurately report technical findings.
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- Collaborate with cross-functional teams to investigate complex issues, identify root causes and recommend appropriate technical solutions.
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- Contribute to product improvement by preparing software defect reports, feature enhancement requests and identifying trends that support future technical modifications.
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- Create and maintain technical documentation, including knowledge base articles, FAQs and support documentation for both internal teams and customers.
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- Monitor and manage support cases by maintaining accurate case records, meeting service level objectives and participating in shift-based operational support.
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Required Qualification and Experience:

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- At least a bachelor's degree in computer science or other relevant fields in information technology or software engineering
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- 3 years of work experience in a similar role
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- Customer service experience highly regarded
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Ideal Skills and Attributes:

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Ability to analyse, diagnose and resolve complex software issues through systematic investigation and root cause analysis.

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Proficiency in web applications, APIs, SOAP/REST services, XML, HTML, Java, C#, .NET, JavaScript, LTI and related technologies.

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Ability to write and interpret complex SQL queries, analyse IIS logs, and use diagnostic tools (e.g., Wireshark and Fiddler) to investigate application behaviour.

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Experience with Active Directory, Office 365, OAuth, LDAP, SAML and related authentication solutions.

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Ability to communicate complex technical information clearly, collaborate with internal teams and clients, manage escalations, and provide technical guidance and support.

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📌 Software Engineer (Product Support Specialist)L Australia Pty Ltd (Victoria)
🏢 ELMTREE SERVICES
📍 Victoria