We’re looking for a Client Support Engineer to help us push the boundaries of what education can offer through the power of technology.
Education is our passion, and our team members bring that to work each day as they aim to advance learning in every region of the world.
Blackboard is the world's leading education technology company, providing dynamic products and services to the global education community.
We’re focused on driving innovation in EdTech and working with our clients to create a smarter learning environment.
For more information about Blackboard Inc. and our career opportunities, please visit .
This role focuses on our Learn Platform, 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 and we’re looking for someone who can play an integral role in the success of the Client Support team within this specific product line.
Our Client Support team has a proven track record of delivering high quality technical support to our customer base. As a Client Support Engineer on this team, 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 clients and Product Development, Engineering, and third-party vendors.
You will collaborate with Product Development and Implementation teams to resolve client issues by providing 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 client ticket tracking system.
In this role you will also represent the Client Support department in various product meetings and reviews with both internal product management teams and external clients.
You will manage the technical contributions of other engineers assigned to the project and provide cross-training to other Client Support Engineers.
The Candidate :
Required skills / qualifications :
Preferred skills / qualifications :
To ensure the safety and wellbeing of our employees during the COVID-19 pandemic, Blackboard positions are currently remote (where possible).
This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required.
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.
Blackboard is an equal employment opportunity / affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity / expression , protected military / veteran status, or any other legally protected factor.