Technical Support I

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the resolution of technical challenges for a designated group of customers.

• Diagnose intricate web applications encompassing software functionality, application server configuration, database management, data analysis, operating system setup, performance optimization, installation, migration, and upgrades.

• Manage customer relations through effective communication, prompt follow-up, and advocacy within internal teams.

• Examine customer trends and communicate potential risks or opportunities to Product Support Management.

• Prioritize issues of different severities and ensure resolutions are handled within established service levels.

• Maintain CRM data with timely updates for customers and relevant Blackboard staff.

• Collaborate with colleagues, Account Managers, Product Support Engineers, Cloud Teams, and Developers.

• Contribute to the team’s knowledge repository.

• Create and review Knowledge Base articles for recognized and recurring issues.

⛳️ Requirements

• Outstanding listening, written, and verbal communication abilities.

• 2–4 years of experience in a client-facing enterprise product support setting.

• Strong analytical, problem-solving, and client management skills.

• Experience working in a self-directed environment.

• Proven capability to research and resolve issues using diverse resources and tools.

• In-depth understanding of system and database administration principles.

• Familiarity with PostgreSQL and MS SQL Server databases, including troubleshooting, configuration, maintenance, and tuning.

• Knowledge of web application technologies such as HTML, CSS, XML, JavaScript, internet protocols, networking, firewalls, web server configurations, Java-based internet application architectures, and internet security.

• Basic experience with UNIX/Linux and Windows operating systems.

• Basic experience configuring multi-node setups running enterprise-level applications.

• Understanding of Struts, Tomcat, or WebLogic.

• U.S. Citizenship required.

• Proficiency in written and spoken English.

• Must be legally authorized to work in the country where the position is located; visa sponsorship or immigration support is not available.

🏝️ Benefits

• Comprehensive health coverage.

• Opportunities for professional development and growth.

• Flexible work schedules.

• Collaborative and inclusive work environment.