Technical Support I

Anthology
United States
Workplace: RemoteFull timeUSD 65,321 - 97,981 annuallyFunction: Customer Support (Service Desk)Skills: ["Communication","Problem-solving","Analytical thinking","Customer advocacy","Research"]

Provide 24x7 technical support for the Blackboard LMS for a set of enterprise customers. Resolve complex issues across web applications, application servers, databases, OS configuration, performance tuning, and Blackboard product upgrades. Manage customer communication and CRM updates, analyze customer trends to identify risk/opportunity, and collaborate with internal engineering and escalation teams. Contribute by drafting/reviewing Knowledge Base articles for known and recurring issues.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Anthology
Anthology
4 weeks ago

Technical Support I

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Provide 24x7 technical support for the Blackboard LMS for a set of enterprise customers. Resolve complex issues across web applications, application servers, databases, OS configuration, performance tuning, and Blackboard product upgrades. Manage customer communication and CRM updates, analyze customer trends to identify risk/opportunity, and collaborate with internal engineering and escalation teams. Contribute by drafting/reviewing Knowledge Base articles for known and recurring issues.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Manage resolution of technical issues for a distinct set of customers (system administrators using Blackboard e-learning applications).
  • •Troubleshoot complex web applications spanning software functionality, application server setup, database management, OS configuration, performance tuning, and installations/upgrades.
  • •Provide excellent customer management through clear communication, responsive follow-through, and advocacy within internal departments.
  • •Prioritize multiple issues by severity and manage resolutions within accepted service levels, including ownership of CRM data and timely status updates.
  • •Collaborate with peers and escalation teams (including Product Support Engineers, Cloud Teams, and Developers) and draft/review Knowledge Base articles for known and recurring issues.

Pay and Benefits

Salary: USD 65,321 - 97,981 annually

Key Requirements

  • •2-4 years of experience in a client-facing enterprise product support environment with strong analytical, problem-solving, and client-handling skills.
  • •Strong communication skills (listening, written, and oral) and the ability to manage customer issues effectively.
  • •Demonstrated ability to research and resolve problems using a variety of resources and tools in a self-directed work environment.
  • •Strong knowledge of system and database administration principles, including troubleshooting, configuration, maintenance, and tuning.
  • •Knowledge of PostgreSQL and MS SQL Server databases; understanding of internet application technologies and internet security, with light experience on UNIX/Linux and Windows.
Experience:Enterprise software supportSaaSEducation technologyLMS
Skills:CommunicationProblem-solvingAnalytical thinkingCustomer advocacyResearch
Languages:English
Tech Stack:Blackboard LMSPostgreSQLMS SQL ServerHTMLCSSXMLJavaScriptJavaInternet protocolsNetworkingFirewallsWeb Server configurationsUNIX/LinuxWindowsStrutsTomcatWebLogicCRMData analysisOperating system configuration

Eligibility

Nationality:US National
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