Product Support Engineer I
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Job Description
Product Support Engineer for Blackboard LMS, managing technical issues for users and ensuring high customer satisfaction. Collaborating with teams to improve knowledge and resolve customer inquiries.
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
Requirements:
- 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
Benefits:
- Exceptional listening, written, and oral communication skills
- 401(k) matching
- Health insurance
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