Client Support Engineer

Blackboard; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Client Support Engineer to join their Customer Support team. This role focuses on providing high-quality technical support for an innovative learning management system. You will engage with customers and internal teams to troubleshoot complex issues and enhance user experiences. If you are passionate about technology and education, and possess strong analytical skills, this opportunity offers a chance to make a significant impact in a dynamic environment. Join a diverse and inclusive workforce dedicated to empowering educators and institutions.

Qualifications

• Familiarity with object-oriented programming, preferably Java.
• Experience with database design and web application development.
• Strong analytical and problem-solving skills.

Responsibilities

• Provide multi-level troubleshooting and technical support.
• Collaborate with external customers on complex technical issues.
• Assist in resolving customer issues through troubleshooting.

Skills

Object-oriented programming (Java)

UNIX/Linux operating systems

Windows operating systems

Multi-node enterprise environments

Load-balanced environments

Data structures and algorithms

Database design

Web application development (Java/JEE)

Analytical skills

Communication skills

Tools

Struts

Tomcat

WebLogic

HTML

CSS

JavaScript

Job description

Description

Client Support Engineer

Location: Remote - Colombia

*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*

The Opportunity:

Anthology delivers education and technology solutions to help students reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful, simple, and intelligent innovations that inspire student success and institutional growth.

We are committed to building a diverse and inclusive workforce, making diversity, inclusion, and belonging fundamental to our hiring practices and company culture.

For more information about Anthology and our career opportunities, visit www.anthology.com.

About the Role:

This role focuses on Anthology’s LMS, Blackboard, providing students with an accessible, intuitive learning experience. We seek a Client Support Engineer to play a key role in our Customer Support team, supporting this specific product line.

Team and Responsibilities:

The Customer Support team has a proven record of delivering high-quality technical support. As a Client Support Engineer, you will:

1. Provide multi-level troubleshooting and technical support to Tier 1 Engineers via phone and email.
2. Collaborate with external customers on complex technical issues.
3. Interface with Product Development, Engineering, and third-party vendors.
4. Assist in resolving customer issues through fault reproduction, troubleshooting, system analysis, root cause analysis, bug tracking, and resolution.
5. Draft, review, and issue product bugs/fixes into the Knowledge Base and customer ticket system.
6. Represent the Customer Support department in product meetings with internal teams and customers.
7. Manage technical contributions of team members and provide cross-training.

The Candidate:

Required skills/qualifications:

• Familiarity with object-oriented programming, preferably Java.
• Basic experience with UNIX/Linux and Windows operating systems.
• Experience configuring multi-node enterprise environments.
• Ability to configure and maintain load-balanced environments.
• Understanding application server maintenance, OS installs, and upgrades.
• Knowledge of data structures, algorithms, and software engineering principles.
• Experience with database design and web application development (preferably in Java/JEE).
• Strong analytical and problem-solving skills.
• Excellent communication skills, both oral and written.
• Fluency in English at CEF B2 level or above.

Preferred skills/qualifications:

• Knowledge of data networking, including routers and configuration.
• Unix and Windows NT administration skills.
• Basic web technologies knowledge: HTML, CSS, JavaScript, HTTP.
• Experience with Struts, Tomcat, and WebLogic.

This description is not exhaustive; duties may be reassigned as needed. Anthology is an equal opportunity employer, considering all qualified applicants regardless of race, gender, age, or other protected categories.