ExpertusONE
Website:
expertusone.com
Job details:
We are looking for someone who can tell the difference and prove it. You will own customer-reported issues end to end: reproduce them, isolate the root cause, resolve what can be resolved through configuration or guidance, and hand the rest to Engineering with a diagnosis sharp enough that they can start fixing instead of starting to investigate. You are the person who makes the difference between a bug report that says "enrollment is broken for this customer" and one that says "enrollment fails when a training plan has sequencing enforced and the learner holds a prior exempted module, here is the reproduction path, here are the three affected tenants, here is the query that identifies them. "
Investigate And Diagnose
The candidate will have responsibilities across the following functions
:
- Take ownership of escalated customer issues across the platform: enrollments, training plans, compliance and certification workflows, ILT and virtual classroom sessions, content playback (SCORM, xAPI, AICC, cmi5), reporting and analytics, notifications, mobile, and integrations.
- Reproduce issues in test environments. Establish what configuration is, what data is, what is expected behaviour that the customer did not expect, and what is a genuine defect.
- Query production data (read-only) to quantify blast radius: how many learners, which tenants, since when, and under what conditions.
- Read application and integration logs, trace API request and response payloads, and inspect webhook and SSO flows to isolate where a transaction actually failed.
- Distinguish correlation from causation. The most recent change is not automatically the cause.
Resolve And Communicate
- Resolve issues directly where the fix is configuration, data correction, workflow redesign, or customer enablement.
- Write customer-facing responses that a non-technical LMS administrator can act on: what happened, what the impact is, what we are doing, what they need to do, and by when.
- Manage expectations honestly on issues that will not be fixed quickly. Vague reassurance is worse than an inconvenient timeline.
- Run live troubleshooting sessions with customer administrators and IT teams, including screen shares with enterprise security and identity teams.
Escalate With a Prognosis, Not a Summary
- Package defects for Engineering with a reproduction path, environment details, affected versions and tenants, log evidence, expected versus actual behaviour, and a stated hypothesis on root cause.
- Assign severity and business impact yourself, and defend that assessment. Everything is not a P1
- Stay attached to the issue through to resolution. Escalation is a handoff of ownership for the fix, not a handoff of ownership for the customer.
Improve The System
- Identify recurring issue patterns and drive them to permanent elimination: product change, documentation gap, onboarding defect, or default configuration problem.
- Build and maintain internal diagnostic runbooks and customer-facing knowledge articles. Reduce the number of issues that need you at all.
- Feed themes and evidence back into the product roadmap. You will have a direct line to Product Management and your input is expected to be substantiated with data, not anecdote.
What Success Looks Like
- By 90 days: You are independently resolving escalated issues across at least three functional areas without shadowing. Your defect reports are accepted by Engineering without a round trip for missing information.
- By six months: Your average escalated-to-Engineering rate is falling because you are resolving more at source. You have shipped knowledge articles or runbooks that measurably reduce repeat issues. You have raised at least two product changes that were accepted onto the roadmap.
- By twelve months: You are the person other engineers and CSMs come to when an issue does not make sense. You are trusted to speak directly to enterprise customers during a severity incident without supervision.
Requirements
- 5 to 8 years in technical support, application support, product support engineering, or solutions engineering for a B2B SaaS or enterprise software product. Consumer support and pure L1 experience will not transfer.
- Working SQL. You must be able to write joins, aggregations, and filtered queries against a relational schema to investigate an issue yourself, without asking an engineer.
- Practical fluency with REST APIs: reading documentation, constructing requests, interpreting status codes and error payloads, and using Postman or an equivalent tool.
- Demonstrated ability to read application logs and trace a transaction across systems.
- Structured diagnostic reasoning. You form a hypothesis, test it, and discard it when the evidence disagrees.
- Written English strong enough for direct communication with enterprise customers in EMEA and North America.
- Comfort with ambiguity and with saying "I do not know yet, here is how I will find out. "
Strongly Preferred
- Prior experience with an LMS, LXP, HCM, or talent management platform (Cornerstone, Docebo, Absorb, SuccessFactors Learning, Workday Learning, Saba, or similar).
- Understanding of e-learning standards: SCORM 1.2 and 2004 xAPI, AICC, cmi5 and LRS concepts.
- Enterprise integration experience: SAML and OIDC single sign-on, SCIM provisioning, HRIS data feeds, webhooks, and file-based imports.
- Exposure to BI or reporting tools (Superset, Tableau, Power BI) and the ability to validate a reporting discrepancy against source data.
- Experience supporting multi-tenant SaaS, including the reasoning required to separate tenant-specific configuration issues from platform defects.
- BE, BTech, MCA, or equivalent technical education. We care more about what you can do than where you learned it.
This job was posted by Swetha Vijayakumar from ExpertusONE.
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