Technical Support

• Provide multi-level troubleshooting and technical support to Blackboard LMS customers via phone and email
• Document customer issues, reproduce and gather details on reported problems through resolution or escalation to Tier 2
• Draft, review, and publish product bugs/fixes into the Knowledge Base
• Represent the Customer Support department in support meetings or reviews with internal product teams and external customers
• Represent the voice of the customer and manage issues through resolution
• Participate in a rotating on-call schedule for high severity issues

• Any relevant experience in an enterprise-level technical support environment
• Solid problem-solving skills
• Ability to work independently
• Excellent oral and written communication skills with a focus on professional communication style in a business environment
• Ability to effectively convey complex ideas to internal team members and external clients
• Familiarity with front end debugging tools (inspector, console, network tool)
• Familiarity with web technologies such as SaaS, SSO, or APT
• Some familiarity with relational databases and ability to read and write basic SQL queries
• Ability to analyze information, identify key trends, and follow a playbook to diagnose technical and application issues
• Ability to work in a distributed team environment
• Ability to prioritize and multitask daily work with frequent interruptions
• Ability to participate in a rotating on-call schedule covering nights and weekends for high severity issues
• Fluency in written and spoken English
• Previous use of Blackboard Learn or similar LMS (preferred)
• Industry certification such as A+, Linux+, or CCNA (preferred)
• Data networking knowledge including routers, configuration, and operation (preferred)
• Knowledge of CRM (Salesforce.com) (preferred)
• System administration skills, including MCSA or RHCSA certification (preferred)
• Legally authorized to work in India at the time of hire and throughout employment; no visa sponsorship or immigration support

• Rotating on-call schedule covering nights and weekends for high severity issues
• Equal employment opportunity/affirmative action employer