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 iss

📌 Technical Support Engineer (Chennai)
🏢 ExpertusONE
📍 Chennai