Customer Support Architect

Our Vision:

Lambda Solutions will be the leaders of redefining the future of learning through innovation.

Our Mission:

“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.

Check us out on Glassdoor and G2 reviews.

Overview of the role:

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.

What you'll do:

• 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

• SAML 2.0

• OpenID Connect

• OAuth 2.0

• 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

• Technical Knowledge of Composer, JavaScript, HTML, and S/CSS

Assets:

• 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

What Lambda offers:

• 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 hr@lambdasolutions.net 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.