Senior Integrations & Support Engineer

PebblePad is the ePortfolio platform for higher education, trusted by educators and institutions around the world to deliver meaningful, student-centred learning journeys.

We help bridge the gap between ambition and reality by combining the best of experiential learning and authentic assessment -areas traditional learning platforms often struggle to support. Our platform helps learners to prepare for, make sense of, curate and showcase their learning journeys through guided, reflective and personalised learning experiences.

Behind the platform is an amazing team that cares. We show up for each other, celebrate the wins - and believe that making a difference should be fun as well as rewarding.

As part of the wider Professional Services team, the Senior Integrations Engineer is responsible for PebblePad's end to end integration activities across our global customer base. This includes the design, configuration, troubleshooting and long term maintenance of integrations with LMS/VLE systems, SSO providers and third party platforms such as MyDay.

This role provides both Level 2 and Level 3 technical support, offering deep expertise across identity management, integration technologies and API based solutions.

You will work closely with the team, ensuring clear priorities, high technical standards, and consistent customer experience.

The role includes significant customer collaboration and requires strong people skills, the ability to handle conflict constructively, and the confidence to guide both technical and non technical stakeholders.

The post has a key focus on North American customers, alongside supporting institutions in other regions.

• Lead integration activity across new and existing customers, coordinating internal and external stakeholders to ensure high quality outcomes.
• Meet with customers during onboarding to analyse integration requirements, identify risks, and define clear implementation plans.
• Own the end to end deployment of new installations, ensuring a smooth, well communicated integration experience.
• Manage, configure and troubleshoot LMS/VLE integrations using LTI 1.3 and LTI Advantage, plus authentication technologies including SAML, Shibboleth, ADFS and Azure AD / Entra ID.
• Support and extend customer API integrations using PebblePad's REST APIs and associated security frameworks.
• Provide integration related insights to Customer Success Managers, including accurate data and usage context.
• Deliver integration consultancy between PebblePad, MyDay and other third party platforms.
• Produce bespoke integration solutions where contractually agreed.
• Maintain accurate records, including configuration details and integration health.
• Log integration feature requests and ensure product insights are communicated effectively.
• Respond rapidly to Priority 1 integration issues, coordinating with Customer Support and Dev Support teams.
• Perform Level 2 troubleshooting and advanced Level 3 investigations in partnership with the Dev Support team.
• Serve as the internal escalation point for bugs, custom reporting, log analysis and complex technical issues.
• Work closely with the team, providing coaching, workload prioritisation, quality checks and ongoing development support where appropriate.
• Collaborate effectively with customers across diverse roles-including IT, academics, administrators, senior leaders and technical teams.
• Handle conflict professionally, managing escalations, calming tense situations, and steering discussions toward positive outcomes.

• 3+ years' experience in integrations, software support or related technical roles (preferably in EdTech).
• Strong experience working with LMS/VLE platforms: Blackboard (Learn/Ultra), Canvas, Moodle, Brightspace, Sakai.
• Solid knowledge of:
  • Shibboleth
  • SAML / SSO
  • Active Directory & Azure AD / Entra ID
  • OAuth / OAuth2
  • RESTful APIs
  • LTI 1.3 and LTI Advantage
• Experience delivering Level 2 and Level 3 technical support.
• Experience using service desk environments (administrator or agent level).
• Strong analytical and troubleshooting ability, with a methodical, structured approach to complex problems.
• Excellent written and verbal communication skills, able to explain technical detail in plain language.
• Ability to prioritise independently and work to tight deadlines.
• Flexibility to support international customers across varying time zones, including occasional weekends and public holidays.
• A customer centric mindset with empathy, patience and accountability.
• Exceptional people skills, with the ability to build trust quickly.
• Confident working directly with customers, including technical and non technical groups.
• Able to manage conflict and de escalate difficult conversations with professionalism.
• High emotional intelligence and calmness under pressure.
• Strong stakeholder management and relationship building skills.
• A proactive, ownership driven approach that prioritises outcomes over tasks.
• Positive leadership behaviours, modelling fairness, clarity and consistency for the Integrations Specialist and wider team.

• Experience working within Higher Education or related EdTech ecosystems.
• Knowledge of broader 1EdTech Standards
• Experience of LTI 1.1 and supporting the transition to LTI 1.3
• Familiarity with academic structures, roles and processes.
• PebblePad platform experience (builder, administrator or advanced user).
• Programming or scripting experience, ideally JavaScript or C#.
• Experience with Freshdesk or similar tools.
• Knowledge of integrating with student experience platforms such as MyDay / Ready Education.

The salary offered will be dependent on skills and experience and includes a generous benefits package.

The role is full time (37.5 hours), Monday - Friday, working 12noon - 8pm to provide coverage to North America, with flexibility to adapt hours to meet the needs of customers across time zones and potentially weekends.

We believe in inclusion and diversity and are an equal opportunities employer.