LMS Technical Support Specialist

Anthology; United States; On-site; USD 65,000 - 82,000; Full time

Job summary

Blackboard is seeking a Customer Support engineer for the Blackboard LMS to deliver high-quality technical support to a global customer base in a 24x7 environment.

You will manage the resolution of technical issues for system administrators, troubleshoot complex web applications, and collaborate with cross-functional teams to improve product support and knowledge sharing. Excellent communication and problem-solving skills are essential.

Qualifications

• 2-4 years in a client-facing enterprise product support environment.
• Excellent listening, written, and oral communication skills.
• Experience in a self-directed work environment.
• Ability to research and resolve problems using diverse resources and tools.
• Strong knowledge of system and database administration principles.
• Knowledge of PostgreSQL and MS SQL Server databases.
• Light experience with UNIX/Linux and Windows.
• Light experience configuring multi-node environments that run enterprise-level applications.
• Knowledge of Struts or Tomcat or WebLogic.
• Fluency in written and spoken English.

Responsibilities

• Manage resolution of technical issues for a defined set of customers (system administrators).
• Troubleshoot complex web applications across software, servers, databases, OS, performance, installations and upgrades to Blackboard products.
• Provide excellent customer management and advocacy within internal teams.
• Analyze trends and report risks or opportunities to Product Support Management.
• Prioritize issues and manage resolutions within service levels; update CRM data and stakeholders.
• Collaborate with Account Managers, escalation teams, Cloud Teams and Developers to resolve issues and improve knowledge base.
• Draft and review Knowledge Base articles for Known Issues and recurring issues.

Skills

Communication skills

Analytical skills

Problem solving

Client-facing experience

English fluency

Tools

PostgreSQL

MS SQL Server

UNIX/Linux

Windows

Tomcat

WebLogic

Job description

Blackboard is seeking a Customer Support engineer for the Blackboard LMS to deliver high-quality technical support to a global customer base in a 24x7 environment.

You will manage the resolution of technical issues for system administrators, troubleshoot complex web applications, and collaborate with cross-functional teams to improve product support and knowledge sharing. Excellent communication and problem-solving skills are essential.