LMS Technical Support Engineer - Remote

Socket.dev; United States; Remote; USD 65,000 - 82,000; Full time

Job summary

Blackboard is seeking a Technical Support I for a remote role in the United States. You will support the Blackboard LMS platform, resolving complex technical issues and providing excellent customer service to system administrators at educational institutions.

You will work in a 24x7 support environment, collaborating with account managers, cloud teams, and developers to ensure timely resolutions and knowledge sharing. Strong SQL and web tech skills are essential.

Qualifications

• Exceptional listening, written, and oral communication skills.
• 2-4 years of client-facing enterprise product support experience with analytical and problem-solving abilities.
• Experience in a self-directed work environment.
• Ability to research and resolve problems using multiple resources and tools.
• Strong knowledge of system and database administration principles.
• Knowledge of PostgreSQL and MS SQL Server with troubleshooting and tuning.
• Understanding of HTML, CSS, XML, JavaScript, networks, and Web server configurations.
• Experience with UNIX/Linux and Windows operating systems is a plus.
• Experience configuring multi-node environments for enterprise apps.
• Knowledge of Tomcat or similar Java web containers.
• U.S. Citizenship is required.
• Fluency in written and spoken English.

Responsibilities

• Manage resolution of technical issues for a defined set of Blackboard customers.
• Troubleshoot complex web applications across server, database, OS, and network layers.
• Provide excellent customer management with timely status updates and advocacy for customer issues.
• Analyze trends and report risks or opportunities to Product Support Management.
• Prioritize issues by severity and document updates in the CRM system.
• Collaborate with Account Managers, escalation teams, and developers to resolve issues and improve knowledge resources.
• Draft and review Knowledge Base articles for Known Issues and recurring problems.

Skills

Communication skills

Client-facing experience

Self-directed work

Problem solving

System & DB administration

PostgreSQL

MS SQL Server

Web technologies

Unix/Linux

Windows

Multi-node environments

Apache Tomcat

Citizenship

English fluent

Job description

Blackboard is seeking a Technical Support I for a remote role in the United States. You will support the Blackboard LMS platform, resolving complex technical issues and providing excellent customer service to system administrators at educational institutions.

You will work in a 24x7 support environment, collaborating with account managers, cloud teams, and developers to ensure timely resolutions and knowledge sharing. Strong SQL and web tech skills are essential.