Senior Software Engineer, Support
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Job Description
Senior Software Engineer providing multi-level technical support for Blackboard's learning management system. Collaborating with Client Support, Product Development, and other teams to resolve complex issues.
Responsibilities:
- Provide multi-level database troubleshooting and technical support to Client Support staff.
- Work closely with Client Support staff as well as act as interface between Client Support and product development/engineering/third party vendors.
- Work closely with Product Development and implementation teams to resolve client issues.
- Perform fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues along with bug tracking and resolution.
- Address software defects and advanced customer issues with timely resolutions.
- Work with QA, Development, and Operations teams on understanding issues and steps needed to resolve the issues.
- Independently handle severity 1/severity 2 incidents.
- Debug complex distributed systems issues.
- Improve system reliability (not just react).
- Effectively communicate and collaborate with different team members to help inform one another about how to create features without jeopardizing other application or product areas.
Requirements:
- Bachelor’s degree and/or relevant work experience
- At least 5 years of experience in software development or equivalent support experience
- Hands-on experience with incident management and debugging live systems
- Familiarity with Observability (logs, metrics, traces), Root Cause Analysis (RCA) for CI/CD systems
- Cloud platforms (Azure, AWS, etc.)
- Excellent analytical and problem-solving skills
- Excellent interpersonal skills and ability to work in teams
- Exceptional listening, written and oral communication skills
- Highly skilled in Software Engineering Principles, Database Design, Web application development (preferably in Java/J2EE WebLogic, Struts, Tomcat)
- Highly skilled with multiple computer operating systems – UNIX/Linux and Windows
- Highly skilled in web technologies (HTML, CSS, JavaScript, HTTP, XML, SOAP, etc)
- Understanding of Database structures and database administration principles
- Demonstrated ability to work with both technical and non-technical individuals, in gathering information and communicating direction
- Strong executor and problem solver in production environments
- Fluency in written and spoken English.
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