Anthology

2 days ago

Product Support Engineer I

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Provide 24x7 technical support for the Blackboard LMS, helping customer system administrators resolve mission-critical issues. Troubleshoot complex web applications across software functionality, application servers, databases, operating systems, performance tuning, and Blackboard upgrades. Manage customer communications and CRM case ownership, analyze customer trends for risk/opportunity, and collaborate with Account Managers, escalation peers, Cloud Teams, and developers. Draft Knowledge Base articles for known and recurring issues.

Location: Colombia

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Mid level

Key Responsibilities

•Manage resolution of technical issues for a distinct set of customers who use Blackboard e-learning applications for students and faculty.
•Troubleshoot complex web application issues spanning application servers, databases, OS configuration, performance tuning, and Blackboard installations, migrations, and upgrades.
•Provide excellent customer management with clear communications, responsive follow-through, and internal advocacy for customer issues.
•Prioritize and manage multiple issues of varying severity within accepted service levels, including ownership and timely updates in the CRM system.
•Collaborate with peers, Blackboard Account Managers, and escalation teams (including Product Support Engineers, Cloud Teams, and developers) and contribute to a growing knowledge base via Knowledge Base article drafting/review.

Pay and Benefits

Salary: COP 80,092,693 - 120,139,039

Key Requirements

•2-4 years of experience in a client-facing enterprise product support environment with strong analytical, problem-solving, and client-handling skills.
•Manage and troubleshoot complex web applications, including software functionality, application server setup, database management, data analysis, OS configuration, performance tuning, and installations/upgrades.
•Strong knowledge of system and database administration principles, including PostgreSQL and MS SQL Server—troubleshooting, configuration, maintenance, and tuning.
•Experience with Internet application technologies (HTML, CSS, XML, JavaScript), Internet protocols/networking, firewalls, web server configurations, and Java-based application architectures with security considerations.
•Fluency in written and spoken English at CEFR B2 level or above and the ability to work self-directedly while researching and resolving issues using various tools.

Experience:2-4 yearsEnterprise software supportEducation technology

Skills:CommunicationProblem-solvingAnalytical thinkingCustomer handlingSelf-directed work

Languages:English

Tech Stack:PostgreSQLMS SQL ServerHTMLCSSXMLJavaScriptJavaUNIX/LinuxWindowsStrutsTomcatWebLogicInternet protocolsNetworkingFirewallsWeb server configurationCRMData analysisOperating system configuration

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Anthology

Provides cloud-based software and services for higher education institutions, including student information systems, learning management, analytics, enrollment, and alumni engagement solutions to support the student lifecycle and institutional operations.

Industry: EdTech

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Website

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Anthology

2 days ago

Product Support Engineer I

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: Colombia

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Mid level

Key Responsibilities

•Manage resolution of technical issues for a distinct set of customers who use Blackboard e-learning applications for students and faculty.
•Troubleshoot complex web application issues spanning application servers, databases, OS configuration, performance tuning, and Blackboard installations, migrations, and upgrades.
•Provide excellent customer management with clear communications, responsive follow-through, and internal advocacy for customer issues.
•Prioritize and manage multiple issues of varying severity within accepted service levels, including ownership and timely updates in the CRM system.
•Collaborate with peers, Blackboard Account Managers, and escalation teams (including Product Support Engineers, Cloud Teams, and developers) and contribute to a growing knowledge base via Knowledge Base article drafting/review.

Pay and Benefits

Salary: COP 80,092,693 - 120,139,039

Key Requirements

•2-4 years of experience in a client-facing enterprise product support environment with strong analytical, problem-solving, and client-handling skills.
•Manage and troubleshoot complex web applications, including software functionality, application server setup, database management, data analysis, OS configuration, performance tuning, and installations/upgrades.
•Strong knowledge of system and database administration principles, including PostgreSQL and MS SQL Server—troubleshooting, configuration, maintenance, and tuning.
•Experience with Internet application technologies (HTML, CSS, XML, JavaScript), Internet protocols/networking, firewalls, web server configurations, and Java-based application architectures with security considerations.
•Fluency in written and spoken English at CEFR B2 level or above and the ability to work self-directedly while researching and resolving issues using various tools.

Experience:2-4 yearsEnterprise software supportEducation technology

Skills:CommunicationProblem-solvingAnalytical thinkingCustomer handlingSelf-directed work

Languages:English

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Anthology

Industry: EdTech

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Website