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LTG · Technical Support Engineer

Open LMS is a Moodle-based Learning Management System that helps educators improve the learning experience and outcomes of millions of learners across the globe. Open LMS is pursuing a technology strategy to consolidate the open-source LMS space. For more information about Open LMS, please visit our website, and to get a feel for our culture and meet members of the team, hit our Youtube channel.

This role is responsible for providing advanced support to customers for a range of applications we support, with a particular focus on the Learning Management System (LMS) and products integrated with the LMS. 

While being a technical role, the position involves a considerable amount of communication with both external and internal customers and teams.

Key Accountabilities

The key accountabilities of this role encompass duties that principally relate to the job purpose and may include other duties that are incidental or peripheral to the job purpose.

Duties of this role will include but are not limited to the following:

  • Reproduce, troubleshoot, analyse, and resolve customer issues submitted through the support portal quickly and professionally.

  • Provide support to nominated contacts and partners and act as an interface between customers and other technical teams including consulting and operations.

  • Continuously assess and contribute to Knowledge Management by identifying and/or creating knowledge base articles.

  • Identify, research and resolve complex technical problems.

  • Act as an escalation point for Customer Support Specialists, complex technical and on call issues

  • Assist in training new support staff and other Support Engineers.

  • Leveraging code as a resource when troubleshooting issues.

  • Accessing the database to run reports and resolve data level issues in the back end.

  • Conducting quality assurance reviews of other team members (Enterprise).

  • Developing minor bug fixes, configuration changes, reports and plugin installation (Enterprise).

  • Staging of releases (Enterprise).

  • Database Integration configuration, maintenance, and troubleshooting (Integration Admin).

  • With manager approval, work on additional projects which positively impact the team or company.

  • Maintain current product knowledge and learn new products, new features, or new plugins as required.

  • Provide expertise in advanced integration areas such as SSO, API's, enrollment management, and advanced troubleshooting.

Additional accountabilities for Senior Level:

  • Complete all of the above responsibilities easily, consistently, and with exceptional quality
  • Take ownership of more complex problems and difficult customers
  • Lead by example or provide mentorship to less experienced peers on how to handle customer solutions
  • Ability to fill in for peer when they are out of the office, as well as providing leadership when needed if team lead is unavailable

Additional accountabilities for Principal Level:

  • Complete all of the above responsibilities easily, consistently, and with exceptional quality
  • Ability to understand a technical need and then independently identify and implement a solution to a problem, process, or customer need
  • Increased responsibility for working across teams as a resource available for advanced consulting and highly detailed product knowledge
  • Responsibility for special projects and assignments outside of traditionally job scope

Key Result Areas

Performance objectives are based on the key accountabilities above and are aligned to organisational and team objectives. Individual performance measures and behavioural standards will be discussed and reviewed on a periodic basis in accordance with the Open LMS Performance Development Policy and Procedure.  

Job Authorities

  • Assess client needs and provide skilled responses in a timely manner
  • Manage advanced system access in a highly responsible and accountable manner, always respecting the change control process
  • Decide priorities to achieve required performance levels
  • Decide when to request information from other staff
  • Identify own development needs

Job Criteria

  • Relevant tertiary qualification such as a B.Sc. in Computer Science or equivalent commercial experience. 

  • Excellent analytical and problem-solving skills

  • Excellent interpersonal skills and ability to work in teams

  • Exceptional listening, written and oral communication.

  • Fluent written and spoken English

  • Ability to work with minimal supervision

  • Customer focused with an understanding that both internal and external customers require you to meet their needs in a professional and understanding manner.

  • Strong experience with web technologies (PHP, HTML, CSS, Javascript, AJAX)

  • Good knowledge of SQL databases (MySQL/PostgreSQL)

  • Proficient with multiple computer operating systems - UNIX/Linux and Windows

  • Basic understanding of networking (TCP/IP, Routing, Firewalls etc)

  • Knowledge of integration technologies such as SOAP, REST, LDAP etc is a plus

  • Knowledge of source code management is desirable.

  • Good knowledge of Learning Management Systems (in particular Moodle)

  • Experience working in education technology will be highly regarded

  • Multi-lingual a plus (Spanish, Portuguese)

Additional job criteria for Senior Level:

  • 2+ years experience in the Specialist role at Open LMS or 4+ years experience with ed tech administration 
  • Advanced Skill set to work in concert with DevOps team
  • Ability to work completely independently
  • Proven track record of quality customer service
  • Highly respected by peers and customers alike
  • Managerial discretion

Additional job criteria for Principal Level:

  • 3+ years experience in the Specialist role at Open LMS or 5+ years experience with ed tech administration
  • Advanced Skill set to work directly with the DevOps team, collaborating and executing tasks 
  • Ability to work completely independently
  • Proven track record of quality customer service
  • Highly respected by peers and customers alike
  • Well known and respected within the entire Open LMS organization as a subject matter expert and resource for a variety of projects both within and outside the traditional scope of this role
  • Managerial discretion

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Open LMS is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, or any other protected factor

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