Client Support Engineer

Blackboard   •  

Rochester, NY

Industry: Enterprise Technology


Not Specified years

Posted 28 days ago

The Opportunity:

We're looking for a Client Support Engineer to help us shape the future of education. With nearly 20,000 organizational customers and millions of student users, Blackboard is the world's leading education technology company with the industry's most comprehensive student-success solutions. Our mission is to partner with the global education community to enable student and institutional success by leveraging innovative technologies and services.

Our Client Support team has a proven track record of delivering high quality technical support to our customer base. As Client Support Engineer, your specific responsibilities will include:

  • Providing multi-level troubleshooting and technical support to Tier 1 Technical Support Engineers via phone and email
  • Working closely with new/existing external customers on more complex technical issues as well as acting as interface between clients and Product Development/Engineering/third party vendors
  • Working closely with Product Development and implementation teams to resolve client issues
  • Providing fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues, bug tracking and resolution
  • Drafting, reviewing, and issuing product bugs/fixes into the Knowledge Base Open Case(s) using client ticket tracking system
  • Representing Client Support department in various product meetings or reviews with both internal product management teams as well as external clients
  • Managing technical contributions of other engineers assigned to the project and providing cross-training to other client support engineers

The Candidate:

Required skills:

  • Proficiency in programming in an Object-Oriented language; preferably Java
  • Proficiency with multiple computer operating systems (UNIX/Linux and Windows)
  • Experience with configuring multi-node environments that run enterprise-level applications
  • Ability to configure and maintain a Load Balanced environment
  • Extensive experience with overall Application Server maintenance including Operating System installs and upgrades
  • Successful completion of courses covering OR past work experience with the following:
  • Object-Oriented programming
  • Data Structures
  • Analysis and Design of Algorithms
  • Knowledge of and/or experience through academic or professional work in the following:
  • Software Engineering Principles
  • Database Design
  • Web application development (preferably in Java/JEE)
  • Excellent analytical and problem-solving skills
  • Excellent interpersonal skills and ability to work in teams
  • Exceptional listening, written, and oral communication skills
  • Bachelor's degree in Computer Science or related field

Preferred skills:

  • Data networking knowledge to include routers, configuration, and operation
  • Familiarity with maintaining Application Servers in a Java application environment
  • UNIX and Windows NT administration skills
  • Basic knowledge of web technologies (HTML, CSS, JavaScript, HTTP)
  • Struts, Tomcat, and Weblogic experience

The Team & Office:

This role can be in our Reston, VA or Indianapolis, IN office locations.

  • Accessible via public transportation
  • Several walkable places to grab lunch
  • Open collaboration spaces in office
  • Close-knit team environment
  • Free drinks in office