Docebo Technical Support & Software Testing

We are looking for a detail-oriented and technically inclined Technical Support & Software Testing professional to support our Docebo Learning Management System (LMS) projects. The ideal candidate will be responsible for providing day-to-day technical support, troubleshooting user issues, assisting with LMS configurations, and performing software testing to ensure the platform operates smoothly and meets business requirements. The candidate should have good analytical and communication skills, an understanding of software testing processes, and an interest in learning and working with LMS platforms.

Role Description & Responsibilities:

Docebo Technical Support

• Provide first-level technical support for the Docebo LMS and related applications.
• Troubleshoot user, course, enrollment, access, notification, reporting, and configuration-related issues.
• Investigate reported issues and identify root causes.
• Coordinate with internal teams and technical teams to resolve complex issues.
• Maintain and update support tickets with accurate issue descriptions, troubleshooting steps, and resolutions.
• Assist with user administration, roles, permissions, course assignments, and other LMS configurations.
• Support LMS integrations and basic troubleshooting of data synchronization/API-related issues.
• Prepare a technical documentation where required.
• Basic Exposure to support tools for managing Incidents & requests and understanding of support processes and SLAs

Software Testing

• Perform functional and regression testing of LMS features, configurations, and enhancements.
• Understand business requirements and convert them into test scenarios and test cases.
• Execute test cases and document test results.
• Identify, reproduce, and report software defects with clear steps and supporting evidence.
• Perform retesting after defects are resolved.
• Conduct basic UAT support and coordinate with business users for issue validation.
• Verify UI, workflows, notifications, reports, user permissions, and integrations.
• Maintain testing documentation and defect-tracking records.

Required Skills & Qualifications

• Bachelor's degree in computer science, IT, Engineering, or a related field.
• 1–2 years of experience in technical support, software testing, application support, LMS support, or a similar role.
• Basic understanding of Software Development Life Cycle (SDLC) and Software Testing Life Cycle (STLC).
• Experience creating and executing test cases and documenting defects.
• Good troubleshooting and analytical/problem-solving skills.
• Basic knowledge of SQL/database concepts is preferred.
• Basic understanding of APIs, JSON, HTTP requests, or system integrations is an advantage.
• Good written and verbal communication skills.
• Strong attention to detail and ability to work independently.

Good to Have

• Experience working with Docebo or another Learning Management System (LMS).
• Knowledge of LMS administration and e-learning concepts.
• Familiarity with SCORM,  basic use of AI & prompt engineering.
• Exposure to API testing using tools such as Postman.
• Experience supporting SaaS/cloud-based applications.

Key Competencies

• Problem-solving mindset
• Strong attention to detail
• Good communication and interpersonal skills
• Ability to prioritize and manage multiple support requests
• Quality-focused approach
• Willingness to learn new technologies
• Ability to collaborate effectively with technical and non-technical teams

Performance Expectations

• The successful candidate will be expected to:
• Resolve technical support issues within defined SLAs.
• Ensure accurate and thorough defect reporting.
• Maintain high-quality testing and documentation standards.
• Minimize production issues through effective testing and validation.
• Provide timely communication to stakeholders regarding issues and resolutions.
• Continuously improve knowledge of Docebo and related LMS technologies.