Associate Product Support Analyst

Unlock Learning For All

Here at Ellucian, we are motivated by a mission - power education so institutions can empower student success. We are the global market leader in EdTech for higher education, serving more than 2,900 customers and reaching over 22 million students in 50 countries. We are dedicated to helping higher education unlock learning for all by providing solutions that support the entire student lifecycle and deliver insights needed now and into the future.

We embrace the power to lead, the courage to innovate, and the determination to grow. At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.

About The Opportunity

As an Associate Product Support Analyst you will provide technical expertise and guidance around Ellucian Middleware and Mobile solutions to college and university system administrators, DBAs, programmers, to internal Ellucian staff and to the support staff of partner companies.

Where you will make an impact

• Perform technical troubleshooting covering installations, upgrades, data migrations, interoperability and product related issues.
• Effectively use company tools and software to record information about the technical infrastructure and problem reports from customers.
• Actively contribute and work to continually improve customer self-help through the publication of technically accurate knowledge base articles.
• Coordinate problem resolution with other team members, escalation resources, Ellucian engineering, Ellucian testing and partner companies, ensuring open communication of issues and resolutions.
• Participate in the definition and implementation of processes to address all questions, concerns and ideas of customers that are submitted electronically or by phone.
• Contribute as an active member of the Ellucian technical team by providing open and honest feedback to others, supporting the rest of the team and creating an environment of optimism and achievement.
  
  

What You Will Bring

• Basic understanding of a back-end database preferably Oracle or Postgres.
• Familiarity with Java script, CSS, html related web applications and infrastructure.
• Understanding of the technical building blocks of a SaaS product including Node JS / React JS
  
  

Desired Skills:

• Understanding of API and diagnosing issues using REST API tools is an added advantage.
• Understanding of microservices in AWS or AZURE
• Team-oriented individual who values opportunities to build the skills and capabilities of others, a strong sense of the possible, and a real desire to improve customer experience.
• Experience in working for a Global Support team where you collaborate with US team members as well as other internal departments
  
  

What makes #Ellucianlife

• 22 days annual leave plus 11 public holidays
• Competitive gratuity policy
• Group insurance and Annual health checkup plan with a variety of family and wellness benefits.
• Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
• 5 charitable days to support the community that supports us
• Wellness
• Headspace (mental health)
• Wellbeats (virtual fitness classes)
• RethinkCare - caregiver support
• Diversity and inclusion programs that promote employee resource groups such as: Buzzinga and Lean In Team to name a few.
• Parental leave
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
• Education Assistance Program
• Professional development opportunities