Learning Ecosystem Support Specialist (D2L Brightspace)

Location: Partially virtual / hybrid in Canada, with work from home as the primary workspace. Applicants must be eligible to work in Canada.

Company

The Canadian Red Cross is a not-for-profit organization supporting people and communities in Canada and around the world during times of need.

What you will do

• Provide advanced technical support for Brightspace, the external administration portal, eCommerce platform, CRM integrations, identity services, and related applications.
• Investigate web-layer issues, HTTP errors, rendering problems, application timeouts, authentication failures, and access issues.
• Analyze browser developer tools, console logs, network payloads, application logs, integration logs, and API transactions.
• Coordinate with development teams, vendors, D2L support, internal technology teams, product owners, and customer service to resolve complex issues.
• Maintain case notes, troubleshooting playbooks, system configuration documentation, root-cause analyses, and knowledge-base content.
• Own support tickets through resolution, communicate progress to stakeholders, validate quality controls, and train Tier 2 staff on troubleshooting.

Requirements

• College degree in Computer Science, Information Technology, or a related field, or at least two years of equivalent technical support experience.
• At least seven years of experience administering, configuring, or supporting web eCommerce platforms, administration portals, or D2L Brightspace.
• Strong knowledge of HTTP/S, web servers, DNS, SSL/TLS certificates, Chrome DevTools, and network troubleshooting.
• Experience with Microsoft Dynamics 365, including CRM and Finance & Operations, or a related platform.
• Practical knowledge of HTML5, CSS3, JavaScript, REST, JSON, and LTI 1.3 integrations.
• Proficiency in spoken and written English is required, and eligibility to work in Canada is required.

Nice to have

• Familiarity with Vue.js.

Culture & Benefits

• Partially virtual and hybrid work arrangement with home as the primary workspace.
• Inclusive, accessible, diverse, and barrier-free work environment.
• Opportunity to support managers, colleagues, beneficiaries, customers, volunteers, donors, and external partners.
• Successful candidates must complete an Enhanced Police Information Check.

Hiring process

• Selected candidates complete a pre-employment screening process, including a satisfactory Enhanced Police Information Check.