Integration Support Specialist

Ascend Learning, LLC•Leawood, OR

1d•Remote

About The Position

As an Integration Support Specialist, you will serve in a consultative, business‑to‑business support role, providing escalated technical application and customer support for all integrations. You will respond to technical inquiries from external B2B customers via phone and email, document all customer interactions, and open and manage tickets to ensure timely and effective issue resolution. You will support the availability and reliability of critical company systems by participating in Incident Management activities, analyzing reported incidents, coordinating SME‑level support, and recommending system controls and integration protocols. This role operates as a shared service across all Ascend Healthcare categories that offer integrated solutions.

Requirements

High school Diploma or GED required
2+ years of experience in integration support or a related role. (LTI, SAML, SSO, API, etc.)
4+ years of experience in learning management systems like Canvas, Blackboard, D2L, Moodle, etc.
Proficiency in Microsoft Office Suite, D365, and Jira
Ability to identify and resolve complex integration issues
Excellent troubleshooting and problem-solving skills.
Exceptional customer service and client relations abilities.
Proficiency in technical documentation and reporting.
Strong project management skills and the ability to manage multiple projects simultaneously.
Excellent communication, prioritatization, and interpersonal skills.

Nice To Haves

Associates degree in Computer Science, Information Technology, or equivalent preferred

Responsibilities

Provide post‑implementation integration support for business‑to‑business partners and institutions, including troubleshooting and resolving complex integration issues.
Serve as an escalation point for integration‑related issues that cannot be resolved at Tier 1 or Tier 2 support levels, including impacts to B2C customers.
Communicate new integration features, trends, and updates to internal support teams and share integration best practices with external B2B partners.
Track, analyze, and report support trends by documenting cases and providing actionable insights to product and engineering teams.
Identify and report opportunities for product enhancements, process improvements, and automation based on recurring issues and customer feedback.
Evaluate the performance of integration solutions and provide recommendations to improve reliability, scalability, and customer experience.
Participate in bi‑weekly collaboration meetings with product and engineering teams to review cases, incidents, and ongoing integration concerns.
Support issue and incident management by collaborating with sales and engineering, communicating system updates and incident status, assisting with testing fixes, conducting impact analysis, and coordinating long‑term solutions with internal teams or vendors.