Product Support Engineer I

Description

Technical Support I

Remote - Colombia 

About the Role

This role focuses on the Blackboard LMS which provides students with a simple and intuitive learning experience that they can access anytime and anywhere. It’s a solution that’s continuously evolving to meet users’ needs and we’re looking for someone who can play an integral role in the success of the Customer Support team within this specific product line.

Our Customer Support team has a proven track record of delivering high-quality technical support in a 24x7 environment to our customer base.   

Responsibilities

• Managing the resolution of technical issues for a distinct set of customers. Customers are system administrators who provide mission-critical services via Blackboard e-learning applications to students and faculty at a wide variety of learning institutions
• Troubleshooting complex web applications. Issues to be resolved require a broad range of troubleshooting skills related to software functionality, application server setup, database management, data analysis, operating system configuration, performance tuning, installation, migration, and upgrades to Blackboard products
• Providing excellent customer management, including excellent communications, responsive follow-through, and advocacy for customer issues within internal departments
• Analyzing trends associated with the assigned customer base and reporting potential areas of risk or reward to Product Support Management. Success criteria are highly focused on the customer satisfaction level
• Prioritizing numerous issues of varying severity and effectively managing the resolution of all issues within accepted service levels. This includes ownership of the data entered into the CRM system and appropriately updating both customer and appropriate Blackboard employees on the status of all issues on a timely basis
• Collaborating extensively with peers, Blackboard Account Managers, and members of the escalation team including Product Support Engineers, Cloud Teams and Developers to resolve customer issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our customers
• Drafting and reviewing Knowledge Base articles for Known Issues as well as for frequently recurring issues

Required Skills and Experience

• Exceptional listening, written, and oral communication skills
• 2-4 years of experience in a client-facing enterprise product support environment with excellent analytical, problem-solving, and client-handling skills
• Experience in a self-directed work environment
• Demonstrated ability to research and resolve problems using a variety of resources and tools
• Strong knowledge of system and database administration principles
• Knowledge of PostgreSQL and MS SQL Server Database including troubleshooting, configuration, maintenance, and tuning
• Understanding of Internet application technologies including HTML, CSS, XML, JavaScript, Internet protocols, networking, firewalls, Web Server configurations, Internet application architectures based upon Java technology and Internet security
• Light experience with multiple computer operating systems like UNIX/Linux and Windows  
• Light experience configuring multi-node environments that run enterprise-level applications  
• Knowledge of Struts, Tomcat, and WebLogic 
• Fluency in written and spoken English at CEFR B2 level or above

About Blackboard

Blackboard delivers the digital environment for transformational teaching and learning. We serve thousands of institutions with the industry's most AI-advanced LMS, Blackboard Ally for accessibility, and institutional effectiveness solutions that put educators and learners at the center. We're an education company that builds technology. Learn more at blackboard.com.

Candidates must be legally authorized to work in the country where the role is based at the time of hire and must maintain that authorization for the duration of employment. The company does not provide visa sponsorship or immigration support for this position.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.    

Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.