Integration Support Specialist

Ascend Learning, a leading healthcare and learning technology company, is the connection between a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data-driven solutions across the lifecycle of learning. From testing to certification, Ascend Learning products are used by physicians, emergency medical professionals, nurses, allied health professionals, certified personal trainers, financial advisors, skilled trades professionals and insurance brokers.

Headquartered in Burlington, MA, with additional office locations and hybrid and remote workers in cities across the U.S., Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America's 2025 Greatest Workplaces as well as America's Best Places to work for Mental Well-Being for 2025.

We're always looking for talented, passionate professionals to join us in our mission to help change lives. If this sounds like an environment where you'd thrive, read on to learn more.

WHAT YOU'LL DO

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.

WHERE YOU'LL WORK

This role has the flexibllity to work remote within the United Sates.

HOW YOU'LL SPEND YOUR TIME

• 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.

WHAT YOU'LL NEED

• High school Diploma or GED required, Associates degree in Computer Science, Information Technology, or equivalent preferred.
• 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, prioritization, and interpersonal skills.

HIRING RANGE

The current full-time, annualized base pay hiring range for this role is $80,000.00-$114,400.00. In accordance with applicable state laws, we are providing the expected pay range for this position. Individual compensation will be determined by various factors, including relevant experience, qualifications, current business needs and local market factors. Most regular, full-time employees are eligible to participate in an Ascend incentive bonus or sales plan.

BENEFITS

• Health, dental, and vision insurance
• Company paid life Insurance
• 401(k) with company match
• Paid time off and parental leave
• Employee assistance program
• Other wellness programs such as Headspace and Airvet
• Charitable matching program

Fostering A Sense of Belonging

Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers. We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued, and be authentic. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging.

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S.-based positions with Ascend Learning, LLC must be legally authorized to work in the United States, and verification of employment eligibility will be required at the time of hire.

Nearest Major Market: Boston