Lambda Solutions will be the leaders of redefining the future of learning through innovation.
“We are leading the development and delivery of innovative learning experiences. We empower organizations and teams to achieve high performance for growth through learning that is strategic, measurable and effective.”
Lambda Solutions is an eLearning company, focused on helping clients accelerate learning performance. Our technology, training, and services support over one million learners in all sectors, including education, healthcare, government, manufacturing, retail, and technology. Lambda Solutions is based in Vancouver, Canada, with offices in the United States and Serbia.
We have a great opportunity on our Support Team for a detail-oriented, solutions-driven Customer Support Architect. This is a Junior to Intermediate role that will focus on providing integration and technical support for Lambda’s clients focusing on the Learning Management Systems Moodle and Totara.
The Customer Support Architect will also provide support for our reporting tool Zoola Analytics. Working closely with the Lead Customer Support Architect and Support Team, the Customer Support Architect will help clients to resolve their issues and enable them to achieve their LMS and reporting goals.
Provide exceptional service to Lambda’s clients over email, phone, and chat
Effectively and quickly troubleshoot and diagnose application & network related issues within defined SLAs
Provide consultation and best practises while helping clients integrate single sign-on authentication solutions
REST and RESTful solutions
Provide consultation on how to use the Moodle/Totara Web Service API
Prepare client Composer profiles for upgrade deployment
Coordinate with the System Operations to upgrade/migrate client sites
Provide overall application support for Moodle & Totara including:
Best practices for content creation
Theming and design optimizations
Own and manage a personal queue or backlog of open cases while ensuring SLAs are met and updating customers with appropriate timelines according to best practices
Follow company best practices, such as removing criticality first and addressing long-term solutions second
Escalate cases based on requirements and needs of client
Contribute to and update internal and external knowledge base
Transfer knowledge to colleagues
A relevant degree or diploma in the technology field
Computer Science, Business Technology Management, Computer Information Technology, Engineering, etc.
1-3 years working experience in a related field
co-op is accepted towards this experience count
High technical aptitude (you pick up technology and concepts quickly)
Strong written and verbal English communication skills
Great organization skills with a positive and results-oriented attitude
Exceptional interpersonal skills with a focus on rapport-building, listening, and questioning
Experience working with PHP, and SQL
Experience with authentication methods SAML, OAuth, and OIDC
Knowledge of Network firewalls, proxies, and general security practises
Knowledge of NGINX and BASH scripts
Knowledge of PHP Autoloader Classes, OPCache, and SPL Class structures
Knowledge of REST, RESTful, SOAP and XML-RPC technologies
Previous experience with software ZenDesk, JIRA, and Git
Industry competitive salary
Extended health benefits
Start-up style working environment
Mentorship to those early in their careers
Team building social activities
The Customer Support Architect is a full-time remote Canadian based role, reporting to the Director of Customer Operations in Vancouver, BC. Ideal candidate is based in the Atlantic time zone.
If this sounds like the right challenge for you, then please email a detailed resume to email@example.com and include the job title in the subject line of your email. Only candidates who are eligible to accept employment in Canada will be considered. No phone calls, please.