Client Support Engineer II

Description

Product Support Engineer II

Colombia

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.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com.

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 and we’re looking for someone who can play an integral role in the success of the Customer Support team within this specific product line.   

Our Customer Support team has a proven track record of delivering high quality technical support to our customer base. As a Product Support Engineer II 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 customers and Product Development, Engineering, and third-party vendors. You will collaborate with Product Development and Implementation teams to resolve customer 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 customer ticket tracking system. In this role you will also represent 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.  

The Candidate: 

Required skills/qualifications: 

• 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 

Preferred skills/qualifications: 

• Knowledge of data networking including routers, configuration, and operation  
• UNIX and Windows NT administration skills  
• Basic knowledge of web technologies like HTML, CSS, JavaScript, and HTTP  
• Knowledge of Struts, Tomcat, and Weblogic  

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.   

Anthology 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.