Client Support Engineer

2 days ago

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Description

• The Opportunity: Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. • Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth. • This role focuses on Anthology’s LMS, Blackboard, which provides students with a simple and intuitive learning experience that they can access anytime and anywhere. • It’s a solution that’s continuously evolving to meet users’ needs. • As a Client Support Engineer, you will be responsible for providing multi-level troubleshooting and technical support to Tier 1 Technical Support Engineers via phone and email. • You will work closely with new and existing external customers on more complex technical issues as well as interface between customers and Product Development, Engineering, and third-party vendors. • You will provide fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues, bug tracking, and resolution. • Additionally, you will draft, review, and issue product bugs/fixes into the Knowledge Base Open Case using a customer ticket tracking system. • This role also represents the Customer Support department in various product meetings and reviews with both internal product management teams and external customers. • You will manage the technical contributions of other engineers assigned to the project and provide cross-training to other Client Support Engineers.

Requirements

• Familiarity with programming in an object-oriented language, preferably Java • Light experience with multiple computer operating systems like UNIX/Linux and Windows • Light experience configuring multi-node environments that run enterprise-level applications • Ability to configure and maintain a load balanced environment • Understanding of overall application server maintenance including operating system installs and upgrades • Familiarity with data structures and analysis and design of algorithms • Working knowledge of software engineering principles, database design, and web application development (preferably in Java/JEE) • Excellent analytical and problem-solving skills • Solid oral and written communication skills and ability to work well in a team environment • Fluency in written and spoken English at CEF B2 level or above • Knowledge of data networking including routers, configuration, and operation (preferred) • UNIX and Windows NT administration skills (preferred) • Basic knowledge of web technologies like HTML, CSS, JavaScript, and HTTP (preferred) • Knowledge of Struts, Tomcat, and Weblogic (preferred)