Support Engineer, eLearning, Wilmington (or remote), MA, US

Position Overview

The Support Engineer will join the Security Innovation Product Support and Implementation team as a daily contributor in providing world-class level support to our clients. This is a high paced and results-oriented role, the ideal candidate will be a self-starter that is willing to learn on the fly and wants to drive the successful adoption of our training products for our clients. You will work day-to-day solving client-facing issues with our products and as well assist the team in product setup and deployments. You should have strong time management skills and a good grasp of how the SAAS (Software as a Service) product model work. This role will report directly to the Director of Support and is a remote employment position.

Job Responsibilities:

  • Work to support our Learning Management System by doing, but not limited to the following:
    • Course/exam testing and upload;
    • LMS updates (schedules, programs)
    • Reporting (internal/customers)
    • Support helpdesk (Reset of passwords, reset of exams, refresh of stale program schedules whenever we have content updates, etc)
  • Support on Project Management tasks (tracking and monitoring)

Must have:

  • Strong verbal and written communication skills (is clear, well written and spoken, objective and professional)
  • Ability to work in a high paced environment and to focus on detail
  • Desire to learn
  • Great attitude and looking to work in a team environment
  • Feels at his/her best in an environment where goals and tasks are clearly defined and initiative can be used to improve processes, make suggestions and be proactive
  • Passion for excellence and high-quality performance in each task assumed
  • Values ethical work practices above all
  • Shares SI core values
    • We empower our employees to learn and develop their skills
    • We create an environment of trust and open communication among all members of the organization
    • We focus on results, trusting our employees to work in the ways that are most effective for them
    • We create a flexible, rewarding work environment that supports a high quality of life for our employees
    • We believe in trustworthiness with our employees and with our customers and hold ourselves to the highest ethical standards in order to meet that goal
    • Our team welcomes and celebrates new team members regardless of ethnic identity, color, religion, sex, sexual orientation, gender identity or expression, age, and disability.
  • Should have a working knowledge of both Mac OS and Windows operating systems.
  • Should know how to leverage Chrome, IE 8+, Firefox, and Safari (including debugging options)
  • Should have a working knowledge of MS Office

Nice to have:

  • Background in testing or troubling shooting browser‐based communication issues
  • Working knowledge of at least 1 learning management system
  • Knowledge of testing tools such as Fiddler or Wireshark
  • Knowledge of Javascript, HTML5, and CSS
  • Working knowledge of Adobe Captivate
Apply for This Position

Please email your resume to for consideration.