"The work we do is akin to how a detective would solve a crime or how a mechanic would repair your car. Our time is dedicated to investigating problems and finding the root cause of the issue. Sometimes the solution is easy, other times we will do a deep dive into complex matters to find a solution while ensuring we continue to preserve the integrity of existing features." Rajan S. – Developer

Join Absorb Software and be at the forefront of transforming online learning. In this critical role, you'll master our LMS, troubleshoot technical issues, and directly collaborate with clients and developers to refine our platform. Your goal is to enhance client satisfaction and champion their needs within our team. We're seeking individuals with excellent communication skills, a problem-solving mindset, and a dedication to client success. If you're passionate about technology and eager to grow, we'd love to hear from you.

What you'll do:

• Learn and understand the LMS platform and associated database structure to be able to aid in using the LMS.
• Engage clients when necessary to complete investigations of client-specific data within the LMS database to help isolate technical causes for difficulties, which a portal administrator is experiencing.
• Investigation of automated logs (audit and general logging) within and created by the LMS to determine technical details that a specific workflow a client is going through to help isolate the cause of difficulties a portal administrator is experiencing.
• Work with product developers to troubleshoot and identify client issues/bugs with an eye toward overall impact.
• Direct troubleshooting of issues deemed too complex for standard support processes.
• Train, support, and act as a resource for the Client Success team on expected LMS functionality.
• Escalate verified technical concerns and bugs to the Product Development teams.
• Manage deployment activities and incident responses for Product Development and Client Success Teams.
• Act as the advocate and voice of the client by bringing forth issues and frustrations.

What you'll bring:

• Exceptional verbal and written communication skills.
• Strong diplomatic and negotiating skills to work with various teams and stakeholders.
• Able to logically analyze and troubleshoot issues.
• Basic understanding of core web and programming components.
• Self-driven with proven time management capabilities.
• Experience in a customer-facing position.

Nice-to-Haves:

• Previous LMS / E-Learning experience.
• Technical documentation experience.
• Experience writing SQL queries, APIs, and understanding of database architectures.
• Technical troubleshooting experience using a range of techniques and tools such as Log Analysis, Browser Tools, APMs, JIRA, Confluence, Zendesk, etc.
• Experience with Sumo Logic, New Relic, CloudWatch, SolarWinds DPA, and other observability platforms is desired.
• Experience with MSSQL, .NET, & Entity Framework is a great plus.
• 1-3 years' experience in a technical, troubleshooting role.

Technologies we use:

• AbsorbLMS, Zendesk, Atlassian, Microsoft SQL, Sumologic/New Relic logging tools

Who are we?

Absorb Software is a remote-first company that provides online training solutions to leading organizations around the world. Absorb is a cloud-based learning management system (LMS) engineered to inspire learning and fuel business productivity. Our online learning platform combines forward-thinking technology built to scale as our customer’s organizations grow. We empower learners to enrich their lives, workplaces and communities.

Our values are simple:

• We achieve exceptional results by genuinely caring about each other and the work we do
• We’re united, and we grow through our commitment to elevating continual learning!

Absorb is proud to be an equal opportunity employer, we celebrate diversity and are committed to creating a safe and inclusive environment for all our people. All employment decisions are based on business needs, job requirements and individual qualifications. In the event a current Absorb employee would like to apply for this role they will inform their supervisor prior to submitting their application. Successful candidates for this position will be subject to pre-employment background screening, including a criminal record check and must be able to show proof of legal eligibility to work in the country they have applied to without sponsorship.

Should you require any accommodation during the recruitment process, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, please contact us at accessiblecareers@absorblms.com