LMS Support Engineer

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).