LMS Support Engineer Full Time NEW

About the Role

Technofocus is hiring LMS Support Engineers to manage inbound support across our suite of cloud-based learning and events platforms. You will be the first point of contact for learners, administrators, and general enquiries coming into our support inbox — resolving platform issues, handling certification queries, and routing non-support requests to the right team.

Key Responsibilities

• Receive, triage, and resolve inbound support tickets from learners and course administrators within defined SLA timelines.
• Perform course-level operations: activation, deactivation, re-enrolment, scheduling changes, and content visibility adjustments.
• Manage user accounts: creation, role assignment, password resets, and access provisioning/deprovisioning.
• Reset learner progress, re-issue completion certificates, and correct enrolment errors.
• Handle certification voucher queries — eligibility checks, allocation status, and exception escalations per program policy.
• Troubleshoot registration and verification issues — OTP/activation email delivery, bounced mails, and resend flows from the admin console.
• Review learner-submitted evidence (screenshots, error logs) and correlate with platform logs or incident reports before resolving or escalating.
• Draft clear, empathetic responses to learners, including for escalations and complaints.
• Triage non-support enquiries (demo requests, sales leads, partnership queries) and route to the appropriate internal team with context.
• Escalate complex or platform-level issues to the LMS engineering team with clear documentation.
• Maintain accurate ticket logs and follow closure protocols.
• Flag recurring issue patterns to the operations lead for root-cause review.

Platforms & Scope

Tickets arrive via email, website contact form, and the internal ticketing tool. Engineers are expected to consolidate and respond from the ticketing tool.

Required Qualifications

• 3-5 years in a helpdesk, technical support, or LMS administration role.
• Hands-on experience with at least one LMS or similar SaaS platform.
• Comfortable with admin-console tasks: course management, user enrolment, progress tracking, reporting.
• Strong written English — responses must be professional, clear, and de-escalating where needed.

Preferred

• Familiarity with LMS technologies.
• Experience with a ticketing tool (Freshdesk, Zendesk, Jira Service Desk, or similar).