Bilingual Product Support Analyst (EdTech)

TL;DR

Bilingual Product Support Analyst (EdTech): Troubleshooting and analyzing application issues for educational clients with an accent on technical investigation and cross-team collaboration. Focus on diagnosing complex technical problems, writing SQL queries, and implementing effective workarounds for platform administrators.

Location: Must be based in Canada. Remote options available or hybrid in Kitchener, Toronto, or Winnipeg.

Salary: $55,000 — $65,000 CAD

Company

hirify.global is a cloud company dedicated to modernizing education by providing a personalized, student-centric learning environment.

What you will do

• Identify and document technical issues via chat, phone, and email, ensuring prompt resolution within Service Level Objectives.
• Conduct thorough research using technical manuals and user guides to implement solutions and correct configurations.
• Replicate, diagnose, and resolve technical problems experienced by users using advanced troubleshooting techniques.
• Improve product functionality by creating software defect and feature enhancement reports.
• Develop internal and client-facing support documentation, including FAQs and Knowledge-based Articles.
• Participate in shift rotations including weekdays, evenings, and weekends based on Eastern Time.

Requirements

• Fluency in English and Canadian French is required.
• Strong ability to write, interpret, and debug SQL queries on demand.
• Working knowledge of web services (SOAP and REST), XML, HTML, C#, .NET, Java, and JavaScript.
• Knowledge of Active Directory, Office 365, OAuth, LDAP, and SAML solutions.
• Bachelor's degree in Computer Science or equivalent technical experience.
• Must be located in Canada.

Nice to have

• Experience with Learning Management Systems (LMS).
• Background working in a Helpdesk environment.
• Experience with Salesforce or other ticketing systems.

Culture & Benefits

• Flexible work arrangements and home internet reimbursements.
• Tuition reimbursement up to $4,000 CAD through the SkillsWave Program.
• Comprehensive employee wellbeing support, including mental health services and financial planning.
• Retirement planning and a competitive benefits package.
• Dog-friendly office spaces at HQ locations in Kitchener, Winnipeg, Vancouver, and Melbourne.